Chief Experience Officer (CX)

Define and own the end-to-end CX vision, roadmap, and operating model. Act as the executive owner of customer outcomes across all functions. Embed customer centricity into strategic planning, governance, and KPIs.

Key Responsibilities

• Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
• Translate customer insights into enterprise-wide improvement priorities
• Report CX performance and risks to executive leadership
• Partner with Operations, Medical, IT, Digital, Compliance, and Sales
• Champion CX investment cases and prioritize improvement initiatives
• Lead CX culture, capability building, and leadership engagement
• Ensure CX practices comply with healthcare, privacy, and regulatory requirements
• Sponsor CX governance forums and decision frameworks

Experience & Skills

• 10+ years in CX, Operations, Strategy, or Transformation
• Senior leadership experience in healthcare, insurance, or regulated services
• Proven CX transformation and stakeholder influence
• Strong commercial, regulatory, and customer advocacy balance

Location
Riyadh, Saudi Arabia