Senior CX Consultant

Join Our Team as a Senior CX Consultant! New Metrics is a leading human-centric transformation consultancy, empowering organizations to enhance employee productivity, maximize customer lifetime value, and achieve sustainable growth. Our integrated approach combines advanced technology, real-time insights from structured and unstructured data, and a deep understanding of human behavior. New Metrics delivers end-to-end solutions across the customer lifecycle—from acquisition to advocacy—embedding ESG principles throughout. By leveraging data-driven insights and innovative strategies, we optimize customer journeys, boost loyalty, and enable clients to thrive in competitive, customer-focused markets. Our values—Be Bold, Be Curious, Be Human-Centric—guide everything we do. Our mission is to create meaningful impact by empowering businesses and delivering measurable human value. About the Job: New Metrics is looking for a Senior Consultant to join our team in Saudi Arabia on a permanent, full-time basis. You will help clients design and deliver exceptional customer and employee experiences, working under the Engagement Manager and contributing to the growth of our CX practice in the region. Your Main Duties Will Include: • Lead and deliver experience management engagements, from diagnostic through to implementation • Design and improve end-to-end customer and employee journeys and touchpoints using frameworks such as journey mapping, voice of customer and service design • Translate customer, employee and operational data into practical insights, recommendations and experience strategies • Prepare and facilitate workshops with client stakeholders, up to senior leadership level • Develop experience management operating models, governance, KPI frameworks and reporting outputs • Build strong client relationships and align stakeholders around experience priorities • Produce clear, client-ready deliverables, including presentations, reports and recommendations • Support client teams in building experience management capability and embedding CX practices • Mentor junior consultants and analysts, ensuring quality of deliverables • Contribute to proposals, thought leadership and business development alongside the Engagement Manager and leadership team What We Expect From You: • Approximately 5+ years of relevant experience in CX or experience management consulting, including leading workstreams or initiatives • Bachelor’s degree (or equivalent) in engineering, business, management or a related field; CX or experience management certification (e.g. CCXP) is a plus • Strong CX and experience management frameworks, process improvement, workshop facilitation and implementation support skills • Advanced PowerPoint and Excel skills, with the ability to produce clear, client-ready materials • Excellent stakeholder management and communication skills, with the confidence to engage senior client executives • Telecom experience strongly preferred • Fluent English and Arabic required • Willingness to be based on-site in Saudi Arabia What You Can Expect From Us: At New Metrics, we are committed to creating an inclusive, flexible, human-centric and supportive work environment. When you join our team, you can expect: 1. Exceptional trust based culture that fosters inclusion, creativity, and innovation: • 91% of employees feel engaged, reflecting our ongoing efforts to deliver the best in class employee experience • 94% of our employees feel included and have a sense of belonging • 94% of employees trust their manager 2. Collaboration with a passionate and high-performing team that values appreciation of individual attributes and diverse perspectives 3. Exposure to a global brand known for its commitment to excellence and making a difference in creating human value 4. A comprehensive focus on flexibility, wellness and result orientation in operation 5. Strong focus on life-long learning and continuous development, along with opportunities to enhance your skills and knowledge 6. Equal opportunities for growth and development, supported by subsidized professional qualifications and paid professional memberships to advance your career 7. A commitment to environmental sustainability, creating a positive impact on the world around us Join our passionate team at New Metrics and make a meaningful impact on the world of experience management! Our values, mission, and culture drive us to create flawless experiences that matter. If you're ready to delve deeper and contribute to our vision, apply now. We can't wait to hear from you!

Approximately 5+ years of relevant experience in CX or experience management consulting, including leading workstreams or initiatives. Bachelor’s degree (or equivalent) in engineering, business, management or a related field; CX or experience management certification (e.g. CCXP) is a plus. Fluent English and Arabic required. Willingness to be based on-site in Saudi Arabia.

Lead and deliver experience management engagements, from diagnostic through to implementation; Design and improve end-to-end customer and employee journeys and touchpoints using frameworks such as journey mapping, voice of customer and service design; Translate customer, employee and operational data into practical insights, recommendations and experience strategies; Prepare and facilitate workshops with client stakeholders, up to senior leadership level; Develop experience management operating models, governance, KPI frameworks and reporting outputs; Build strong client relationships and align stakeholders around experience priorities; Produce clear, client-ready deliverables, including presentations, reports and recommendations; Support client teams in building experience management capability and embedding CX practices; Mentor junior consultants and analysts, ensuring quality of deliverables; Contribute to proposals, thought leadership and business development alongside the Engagement Manager and leadership team