Senior Advisor - Customer Service & Retail Transformation

Role Overview

Core Responsibilities

• Advise the Senior Vice President of Retail with strategic and operational counsel.
• Support the design of a customer-centric operating model across front-office, back-office, and regional teams.
• Provide guidance on customer service, onboarding, payments, collections, complaints management, and digital channels.
• Support digital migration, CRM, systems integration, and business separation initiatives.
• Establish SLAs, governance structures, handoffs, escalation paths, KPIs, and service quality controls.
• Share external best practices from large-scale customer operations leadership roles.
• Contribute to change management, stakeholder alignment, and capability building.

Required Experience

• Former senior executive at C-suite or direct-report-to-C-suite level, or consultant with large-scale customer operations experience.
• Strong background across customer service, onboarding, payments, collections, complaints management, and digital customer channels.
• Experience designing and implementing customer-centric operating models across front-office, back-office, and regional or field teams.
• Track record leading large-scale transformation programs involving digital migration, CRM, systems integration, and business separation.
• Strong understanding of SLAs, governance, handoffs, escalation management, KPIs, and service quality controls.
• Experience building or transforming customer-centric organizations from the ground up.
• Ability to advise senior executive leadership in a newly established function.

Preferred Experience

• Experience in energy, utilities, telecom, or another comparable high-volume, regulated, consumer-facing industry is preferred.
• Business separation, carve-out, or unbundling experience is a strong plus.
• Experience with energy or utilities retail operations, government-linked or newly formed entities, or work across the GCC is preferred.

Work Arrangement

• The role is on-site in Riyadh.
• The successful candidate must be willing to relocate to Riyadh and work full-time on-site for a minimum of six months.