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Title:  Transformation and Enablement Manager Job


Job Title:

Transformation and Enablement Manager


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Riyadh, Saudi Arabia

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Job Description                                         

The CX  transformation and Enablement Manager is responsible for driving CX awareness and cultural change within the entity. The role will work closely with the Change Management Office to develop collateral and provide CX input to internal change management activities, particular when there is new policy introduction or service change impacting  organization ways of working. Leading and measuring the transformation efforts to guide the strategy and the execution.

Role and Responsibilities

  • Co-develops collateral for new policy introductions or service changes to support internal change management.
  • Supports change impact assessment on customer segments/experiences and develops change materials and communications accordingly.
  • Co-Drive Employee experience through  enablement  with knowledge, tools, insights and change.
  • Co-develops and reviews external customer communications and collateral for new policy introductions/service changes to ensure communications are customer-friendly and fit-for-purpose.
  • Co-develops collateral and provides input to CX awareness and culture-building activities, e.g. cascaded leadership communications, staff briefings, roadshows, etc..
  • Works with Change Management Office to deploy CX change management activities.
  • Responsible for tracking and analysis of  organization CX cultural change; reports progress to leadership and adapts materials/change management strategy depending on needs.
  • Supports maintenance of CX tools and resources with a continuous improvement mindset.
  • Lead CX enablement to deliver delightful experiences.
  • Lead CX transformation plan and initiatives closely to steer the direction to our vision and commitments.
  • Measure capabilities and impact of transformation activities.

Qualifications and Education Requirements

  • Bachelor's degree in human resources, communications or related field.
  • 4 – 5 years of relevant work experience.

Preferred Skills

  • Experience successfully creating and delivering change management collateral for new policy developments, service and process changes, and any new CX improvements.
  • Excellent oral, written and presentation skills, confident communicator with a flair for storytelling, with demonstrated ability to communicate new and/or abstract ideas to a broad audience.
  • Strong interpersonal skills and ability to work well with a wide range of people.
  • Ability to connect the dots organisationally, network effortlessly, and drive collaboration in Ministry-wide culture development and change management.
  • Confidence presenting to and engaging with stakeholders in a manner that inspires trust and support.
  •  Experience in Government services, policy and evaluation.
  • Hands-on , Strong problem-solving skills and ability to make quick decisions in complex environments.
  • Willingness to roll up your sleeves to dig up the evidence you need to make compelling arguments.
  • Ability to collaborate with different stakeholders and exercise employee and customer empathy.
  • Ability to explain CX change and impact to a non-technical audience.
  • Expertise in the development, delivery and evaluation of change management activities.
  • Strong analytical, critical thinking and problem solving skills.
  • Strong communication and presentation skills.
  • Experience  and knowledge of Employee experience.
  • Strong operational and analytical abilities.
  • Strong track record of recruiting, developing and retaining a high performing team.
  • Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
  •  Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Exceptionally strong leadership, communication and relationship-building skills, including experience effectively communicating with senior management.
  • Excellent attention to detail.
  • Excellent interpersonal, networking and verbal and written communications skills.

Job Segment: Manager, Change Management, Management

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