Senior Manager – Customer & Growth – Business Consulting – Riyadh 1

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

In a world of dramatic and fast-paced change, the ability to deliver seamless and innovative customer experiences is critical. As a consulting professional as part of our Customer & Growth practice, you will help clients design and deliver exceptional experiences that align with their vision and strategic objectives. Joining one of our high-performing, globally integrated teams, you will work closely with our clients to ensure they deliver value through strategic design and customer-centric solutions.

You will own workstreams, lead project teams, and act as a primary client contact, ensuring that engagements align with EY’s strategic objectives and client needs. Working in a globally connected and high-performing environment, you will help clients develop customer-centric and growth-driven strategies while contributing to the ongoing development of our practice.

With access to EY’s structured learning and leadership development programs, you will refine your expertise in customer experience, digital transformation, and growth strategy, preparing for the next step in your career.

The Opportunity

Customer & Growth – Director

We are looking for seasoned telco professionals to join our leading Customer & Growth team. Our consultants are passionate about shaping innovative Go to Market Strategies and CX strategies and delivering tangible impact. They bring a strategic, analytical, and creative mindset to help our clients design cutting-edge products, experiences and operational models.

Our consultants work collaboratively with clients to craft compelling strategies, develop customer journeys, go-to-market plans, CVM tactics, top-line & bottom-line enhancements, contact center optimization, product development improvements and establish operating models that reflect best practices and innovation. They ensure alignment with organizational goals while fostering a customer-first culture.

Our consultants excel in dynamic, fast-paced environments and thrive in projects that span CX strategy, journey mapping, and implementation. They deliver outstanding service and support EY’s purpose of “building a better working world.”

Your role will be dynamic and multifaceted – balancing client delivery, team leadership, and strategic initiatives to support the growth of both EY and our clients.

Your Key Responsibilities

• Lead Customer & Growth portfolio workstreams in the telco sector independently, ensuring timely and high-quality delivery of growth-focused, customer-centric solutions that align with the client’s strategic objectives. This includes driving initiatives such as customer experience strategies, digital product development, go-to-market strategies, partnership models, and CVM programs.
• Serve as a key client contact, leading discussions, presenting insights, and building long-term relationships with senior stakeholders.
• Facilitate key client meetings, workshops, and stakeholder engagements to align on strategic priorities.
• Collaborate with Senior Managers, Directors and Partners on project management, resourcing, and risk mitigation.
• Collaborate with cross-functional teams to develop personas, customer journeys, and capability frameworks tailored to the client’s needs.
• Facilitate design workshops, stakeholder engagements, and client meetings to align on Customer & Growth priorities.
• Analyze market trends, customer data, and industry benchmarks to uncover opportunities for innovation and business growth.
• Develop operating models, governance frameworks, and roadmaps to translate customer experience and growth strategies into tangible outcomes.
• Design and implement actionable strategies to drive organizational growth, in areas such as revenue generation, market expansion, and customer engagement initiatives.
• Manage and mentor Managers, Assistant Managers, Senior Consultants and Consultants, fostering a high-performance team culture.
• Support business development efforts by contributing to client RFP and RFI responses through developing points of view, methodologies, and supporting administrative processes.
• Support the development of EY’s Customer & Growth competency by contributing to the development of thought leadership, tools, and methodologies.

Skills and Attributes for Success

• Deep understanding on Telco industry across the region with particular focus on KSA market.
• Strong leadership and team management capabilities, with experience in guiding and developing junior team members.
• Exceptional communication and client-facing skills, with the ability to build relationships and influence stakeholders.
• Proven ability to independently drive workstreams and manage multiple priorities in fast-paced environments.
• Analytical and strategic thinking, with a customer-centric and results-oriented mindset.
• Ability to develop and implement CX strategies that align with business objectives and market trends.
• Expertise in designing and executing growth strategies, including revenue optimization and market expansion.
• Proficiency in stakeholder engagement and facilitation, ensuring alignment across complex organizations.

To Qualify for the Role, You Must Have

• A bachelor’s or master’s degree with a minimum of 10+ years of experience in telco industry, customer experience strategy, journey design, or growth strategy consulting.
• Demonstrated experience in leading workstreams and managing deliverables in a consulting or industry setting.
• Deep understanding of the Telco products and services.
• Proven experience in designing and executing end-to-end GTM strategies.
• Proven expertise in designing customer journeys, service models, and CX enablers (e.g., Voice of the Customer).
• Strong foundational knowledge of business design principles, including operating models, KPI development, and strategy execution.
• Experience in conducting benchmarking and integrating best practices into consulting recommendations.
• Expertise in leading stakeholder discussions, workshops, and cross-functional initiatives.

Ideally, You Will Also Have

• Sector-specific knowledge in industries such as government, financial services, hospitality or mobility, with insights into sector-specific customer behaviors and expectations.
• Familiarity with advanced methodologies like design thinking, agile project management, and digital transformation strategies to drive innovative and customer-focused solutions.
• Familiarity with customer experience platforms (e.g., Qualtrics, Medallia), analytics tools (e.g., Tableau, Power BI), and CRM systems (e.g., Salesforce, MS Dynamics) to optimize customer interactions and operational efficiency.
• Exposure to emerging technologies and trends, such as AI-driven personalization, omnichannel strategies, and data-driven decision-making to enhance customer engagement and satisfaction.
• Experience in developing and implementing growth strategies, including market entry, sales enablement, or revenue optimization.

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player that collaborates with people from various teams while looking to develop your career in a dynamic organization.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

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