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Head of Customer Experience (CX)

SAU1 Cigna Worldwide Insurance Company, Saudi Arabia Branch
Full time Riyadh, Riyadh Province Operations Specialties Managers
Posted:
June 15, 2026
Location:
Riyadh, Riyadh Province, Saudi Arabia

Job Description

Key Responsibilities

CX Strategy & Leadership

  • Define and own the end‑to‑end CX vision, roadmap, and operating model
  • Act as the executive owner of customer outcomes across all functions
  • Embed customer centricity into strategic planning, governance, and KPIs

    • Performance & Outcomes

  • Own CX performance metrics (NPS, CSAT, CES, complaints, retention)
  • Translate customer insights into enterprise‑wide improvement priorities
  • Report CX performance and risks to executive leadership

    • Cross‑Functional Enablement

  • Partner with Operations, Medical, IT, Digital, Compliance, and Sales
  • Champion CX investment cases and prioritize improvement initiatives
  • Lead CX culture, capability building, and leadership engagement

    • Governance & Compliance Oversight

  • Ensure CX practices comply with healthcare, privacy, and regulatory requirements
  • Sponsor CX governance for...

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    Job Overview

    Job Type: Full time
    Location: Riyadh, Saudi Arabia
    Posted: June 15, 2026
    Deadline: July 25, 2026