Senior Customer Experience Specialist

Overview

We are hiring a Senior CX Lead on a 12-week contract to deliver a customer experience transformation program for a regulated insurance provider in Saudi Arabia. The program is already mobilized; the successful candidate joins an in-flight engagement with a fixed milestone schedule running to final handover on 16 November 2026.

Responsibilities

Weeks 1–2 — Mobilize and discover

• Discovery summary & confirmed priority journey list · due Mon 31 Aug 2026
• Review existing CX, regulatory, committee, complaints and digital channel material and build the evidence base.
• Run targeted stakeholder interviews across CX, operations, digital and compliance.
• Issue the scored customer journey longlist and recommendation for client confirmation.
• Sample complaints and contact centre data early; flag quality issues before committing to a VoC method.
• Confirm availability of editable design source files ahead of the UX workstream.

Weeks 3–4 — Validate the maturity position

Deliverable 1 — IA Level 3 Gap Validation Report · due Mon 14 Sep 2026

• Map regulatory criteria to available evidence and validate maturity scoring across all sub-dimensions.
• Review current CX strategy, in-flight initiatives, KPIs, ownership and decision-making structures.
• Identify, prioritize and evidence gaps against Level 3.

Weeks 5–8 — Design the target state

Deliverable 2 — CX Strategy, Operating Model & Governance Framework · due Tue 6 Oct 2026

• RFacilitate executive alignment, cross-functional maturity, CX mindset, journey deep-dive and roadmap workshops.
• IMap priority end-to-end journeys, overlay internal processes and system dependencies, and identify pain points and "moments that matter."
• Design the CX operating model and governance: committee structure, journey ownership, decision rights, escalation paths and reporting cadence.
• CDesign the Voice of Customer model across contact centre, complaints, digital channels, branches, partners and social listening, with a closed-loop process covering case ownership, resolution SLAs and follow-up.
• Assess organizational readiness and map technology, data and process dependencies to de-risk execution.

Weeks 7–12 — Digital CX / UX Foundation (runs in parallel)

Deliverables 4–7 · all due Mon 16 Nov 2026

• Build a bilingual (Arabic RTL / English LTR) design system starter kit: foundations, reusable components and usage guidance, scoped to the agreed screens and templates.
• RDesign 10–15 high-fidelity UX/UI screens for the Medical Insurance section of the mobile app, applying the design system and one round of refinement.
• Produce one homepage template and a limited set of reusable internal page templates for the website.
• Create applied transaction flow examples showing how selected priority journeys could be improved end to end.
• Keep every screen and flow traceable back to a confirmed priority journey and an identified pain point.
• Run design reviews with digital and IT stakeholders; hand over organized, editable source files.

Weeks 9–12 — Roadmap, activation and handover

Deliverable 3 — CX KPI, Reporting Framework & Execution Roadmap · due Mon 9 Nov 2026

• Build the KPI framework and reporting structure (NPS, CSAT, CES, complaint resolution time, first-contact resolution, retention and digital conversion), with data sources and targets.
• Convert findings into scoped initiatives, each linked to a specific journey or identified gap, with objectives, indicative owners, sequencing, quick wins and business case.
• Run enablement sessions, hand over templates and tools, and deliver the final executive readout.
• Activation & handover pack · due Mon 16 Nov 2026
• Skills and Requirements
• Required
• Bachelor's degree in Business, Marketing, Design, Engineering or a related field.
• 5+ years in Customer Experience, Service Design or CX/digital transformation, including 2+ years at senior or lead level.
• Demonstrated delivery of at least one end-to-end CX transformation ( governance, VoC and measurement actually running, not just journey maps produced.)
• Portfolio evidence of shipped high-fidelity UX/UI work, ideally mobile app and responsive web, alongside strategy credentials.
• Advanced Figma: component libraries, variables, auto-layout, prototyping and design system construction.
• Experience designing bilingual Arabic/English interfaces, including RTL layout, typography and mirroring.
• Experience in regulated industries in Saudi Arabia or the GCC (insurance, banking, telecom or similar), with an understanding of compliance-sensitive customer journeys.
• Hands-on journey mapping, service blueprinting and journey prioritization capability.
• Experience building VoC, survey and social listening programs with closed-loop feedback.
• Analytical fluency with complaints, contact centre and digital data to build a defensible case for change.
• Fluent Arabic and English, written and spoken.
• Available to start on the contract start date and to commit full-time for the full 12 weeks, on-site in Riyadh as required.