Director Customer Experience & Innovation Consulting - Director - FSI

Director Customer Experience & Innovation Consulting

Your Impact

Strategic & Commercial Leadership

• Business Development: Lead business development efforts, including identifying opportunities, shaping proposals, and leading pitches for new and existing clients. Cultivate trusted advisor relationships with C-level clients to grow accounts year-over-year.
• Financial & Commercial Management: Understand P&L for your practice area. Manage financial forecasting, utilization, profitability, scope, margins, and resource allocation to ensure the commercial success of engagements.
• Market Presence: Act as a thought leader in Strategic Design and Innovation across the MENA region, representing Publicis Sapient at industry events and building a network that drives business opportunities.
• Domain Authority: Leverage deep expertise in Financial Services, Energy, Government, or Travel to engage credibly with clients on their business challenges and translate industry dynamics into transformative opportunities.

Team Leadership & Culture

• Team Development: Lead, mentor, and scale a diverse experience team of CX strategists and designers. Foster a culture of innovation, high performance, and impact while actively managing career development, retention, and recruitment.
• Operational Management: Oversee resource allocation and utilization across the team to ensure optimal billability and project profitability, balancing client delivery needs with professional growth opportunities.
• Team Player: Excellent collaborator who is well organized and balances strategic vision with operational rigor.

Customer Experience & Product Lifecycle Management

• End-to-End Lifecycle Authority: Lead client engagements across the entire product lifecycle—from early-stage strategy and value proposition design, through experience definition, to delivery, launch, and post-launch optimization. Ensure continuity between what is designed for the customer and what is built.
• Craft Mastery: Deep expertise in design thinking, systems thinking, user research, service design, and the creation of strategic artifacts (visioning/strategic illustrations, personas, journeys, blueprints) to drive business outcomes, not just outputs.
• Experience Strategy & Delivery driven by AI: Leverage design thinking and systems thinking to uncover high-value opportunities, expedited and elevated through AI tools.
• Research & Insights: Champion rigorous qualitative and quantitative user research throughout the lifecycle to de-risk decisions and inform product roadmaps from concept through to live measurement.
• Storytelling: Comfortable influencing client decisions on strategy and implementation using both narrative and quantitative analysis. Strong communicator and moderator, skilled at finding common ground and advocating for customer value and business solutions

Skills & Experience

• Experience: 15+ years in customer experience, product strategy, or digital transformation, with a minimum of 5 years in a senior leadership role (Director level or above) within a top-tier consulting firm, digital agency, or product organization.

• Proven Track Record

• Building, managing, and scaling CX teams, including managing team finances, utilization, and P&L.
• Growing client accounts and winning new business, including leading proposals, pricing strategy, and client negotiations.
• Managing the full product lifecycle—from strategy and discovery through delivery and post-launch measurement.
• Owning and driving CX & Innovation project revenue.
• Skills:
• Creative and analytical problem solver.
• Excellent written, verbal, numerical, and presentation skills.
• Strong appreciation for new technology, data platforms, Agile ways of working, and modern technology tools and methods.
• Travel: Willing to travel or be at client site at least 80% of the time across the MENA region (in particular Saudi Arabia, UAE, and Oman).
• Language: Business-level fluency in English.

Set Yourself Apart With

• Experience working in Saudi and/or UAE
• Hands on experience with managing product management and UI/UX design teams and work Financial Services expertise

Additional Information

• Fully paid annual leave of 22 working days
• Free private health insurance extended to employee and direct dependents
• Return air ticket to home country per year to employee and direct dependents
• Schooling allowance offered based on the policy

Company Description