Senior Customer Experience (CX) Strategist

Company Description Asl AlHolool Consulting & Outsourcing provides professional customer experience, shared services, and managed services to organizations seeking sustainable growth. The company focuses on smart, reliable solutions that help businesses overcome operational and customer-related challenges with precision. By designing long-lasting, scalable service models, Asl AlHolool enables clients to enhance customer satisfaction and streamline support functions. The firm is committed to building strong partnerships and delivering measurable results that support confident, strategic business expansion.Role Description This is a client-facing consulting role. You will spend your time between customer research, workshop rooms full of client stakeholders, and the analysis that connects the two. The work is equal parts investigative and persuasive: finding the truth about an experience, then making a client organization believe it enough to change.What you will do•    Map current-state journeys end to end — across channels, touchpoints, and the backstage processes that make or break them — grounded in real research, not workshop assumptions.•    Run the research that feeds the maps: customer interviews, contextual observation, frontline and staff interviews, transactional and behavioral data, VoC and complaint data, mystery shopping where relevant.•    Build service blueprints that expose the frontstage/backstage failure points — the handoffs, systems, policies, and ownership gaps behind each customer pain point.•    Design future-state journeys and translate them into a sequenced roadmap of experience initiatives, each with an owner, an effort estimate, and a business case.•    Facilitate senior workshops — alignment sessions, co-creation, and playback sessions where you present uncomfortable findings to C-level clients and keep the room constructive.•    Define the measurement layer: journey-level KPIs alongside NPS / CSAT / CES, so clients can tell whether an intervention actually moved the experience.•    Prioritize ruthlessly — identify the moments that truly matter to loyalty and revenue, and argue for those over the long tail of minor annoyances.•    Turn findings into decks and narratives that survive contact with a client steering committee.•    Build the service line: develop our mapping methodology, templates, and toolkit, and coach junior consultants in how to use them.•    Support business development: shape proposals, scope journey mapping engagements, and contribute to pitches.QualificationsEssential•    6–10 years in customer experience, service design, experience strategy, or CX consulting — with journey mapping as a core, repeated part of your work, not an occasional deliverable.•    A portfolio of journeys and service blueprints you personally built, and a clear account of what changed in the client's business as a result.•    Real research skills: you can run and synthesize qualitative interviews, and you're comfortable digging into quantitative data to validate what you heard.•    Strong facilitation presence — you can hold a room of senior stakeholders who disagree with each other, and with you.•    Fluency in CX measurement: NPS, CSAT, CES, journey-level metrics, and an honest understanding of what each does and doesn't tell you.•    Excellent English and Arabic, written and spoken. You'll research in Arabic and present in both.•    Consulting-grade communication: structured thinking, clear and well-built decks, and the ability to make a complex journey legible on one page.Nice to have•    Prior consulting or agency experience with multiple clients and industries.•    Hands-on with journey mapping and journey management tools and VoC platforms.•    CX Professional certification.•    Working knowledge of service design, design thinking, or human-centered design methods and Knowledge of other specialized experiences, e.g. Patient experience, Employee experience, Beneficiary experience, Supplier experience