Director of Customer Experience (CX) & Service Design

We are seeking a Director of Customer Experience (CX) & Service Design to lead this newly established function within the company. The role will be responsible for shaping and delivering the ExperienceLab strategy and ensuring alignment with the broader company strategic objectives. The ExperienceLab Director will oversee solution development, support business development activities, and contribute to marketing and brand positioning.

Key Responsibilities

• Build the ExperienceLab capability in the Middle East by developing the ExperienceLab strategy and identifying the required capabilities for the market.
• Recruit and manage a high-performing team, focusing on team development and professional growth.
• Build a pipeline of work for ExperienceLab, integrating it into the company business and leading solution propositions and proposals.
• Work with the executive sponsor to develop the annual budget and financial controls required to deliver the ExperienceLab strategy.

Requirements

• Degree holder in a related field (e.g., Design, Service Design, Psychology, User Experience, Behavioural Science).
• 12–15+ years of experience in consulting and business development, including leadership experience.
• Strong business development capability with a track record of revenue growth and client acquisition skills.
• Proven expertise in CX/UX, Service Design, and Digital Transformation, with strong stakeholder management skills.