Head of Service Design

We’re seeking a visionary Head of Service Design / Operational Excellence to lead transformative initiatives, enhance organizational efficiency, and drive customer-centric solutions.

About the Role:

In this pivotal role, you will design and maintain our organizational process landscape, optimize operational efficiency, and collaborate closely with senior leadership to implement innovative strategies. Reporting directly to the Chief Operating Officer, you will co-lead the Customer Experience (CX) Chapter alongside the Head of UX/UI, ensuring seamless end-to-end servicing models for our customers.

Key Responsibilities:

Process Design & Optimization

• Develop a comprehensive service design framework to create a scalable, end-to-end process landscape.
• Collaborate with UX/UI, product, tech, and data teams to implement effective service design strategies.
• Drive a customer-centric mindset across the organization as a CX Chapter co-lead.

Strategic Planning & Initiatives

• Identify and prioritize areas for improvement using design thinking and process optimization frameworks.
• Lead process automation efforts to enhance efficiency, scalability, and customer satisfaction.
• Develop and manage an efficient workflow framework aligned with organizational growth.

Data-Driven Change Management

• Define operational metrics to measure and optimize efficiency.
• Partner with Business Management to develop actionable insights and senior-level reports.

Team Leadership

• Build and mentor a team of senior service designers, embedding best practices and fostering professional development.

Preferred Skills & Experience:

• Strong expertise in financial services process landscapes, particularly in FinTech or startups.
• Proven ability to develop long-term strategic plans while delivering tactical solutions.
• Hands-on experience working with both front- and back-end functions.
• Exceptional data analytics capabilities and stakeholder management.
• Collaborative leadership style with a track record of driving impactful change.

Qualifications:

• 7+ years of experience in regulated industries (Banking, FinTech) with a focus on operational change management, organizational excellence, or digital transformation.
• Degree in Business Administration, Mathematics, Engineering, or similar with a strong numerical foundation.
• Process management and optimization certifications (preferred).
• Familiarity with KSA regulatory requirements and banking industry standards.

Salt is acting as an Employment Agency in relation to this vacancy.