Assistant Manager - Customer Experience Planning (CDU3) - CDUP 2062

Qiddiya Investment Company; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading entertainment and cultural mega-project is seeking a professional to work on customer experience strategy. The role involves designing customer journeys for transport projects, developing KPIs, and aligning customer experience goals with strategic plans. Ideal candidates should have a bachelor's degree in a relevant field and at least 5 years of experience in the transport sector. This position is based in Riyadh, Saudi Arabia.

Qualifications

• Strong understanding of customer experience frameworks.
• 5+ years of experience in customer transport or service planning.
• Experience in the GCC region is a plus.

Responsibilities

• Assist in developing customer experience performance frameworks and KPIs.
• Align customer experience goals with strategic transport plans.
• Support service planning and focus on customer outcomes.

Skills

Customer journey design

KPI development

Service planning

Cross-departmental collaboration

Education

Bachelor’s degree in business Strategy, Service Design or Customer Experience

Job description

Qiddiya is Saudi Arabia’s future capital of entertainment, sports, and culture — a 360 km² mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we’re creating a destination like no other. This is more than a project, it’s a national transformation. As construction accelerates, we’re hiring ambitious talent to help shape it. If you’re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.

General Summary

Works collaboratively with the Director and Senior Manager of Customer Experience Strategy & Planning on one or more transport projects to design and develop the proposed customer journey. Liaises with transport project teams, strategy, operations, and other relevant functions to embed a world-class customer experience. In collaboration with the Customer Intelligence team, assists in evaluating the effectiveness of transport initiatives that impact on the overall customer experience.

Key Responsibilities

• Assists in the development of CX performance frameworks, KPIs, and investment plans.
• Align customer experience goals with strategic transport plans and capital projects.
• Assist in the development and refinement of end-to-end customer journeys across all modes of transport.
• Support service planning and network design with a focus on customer outcomes.
• Represent the voice of the customer in cross-departmental planning forums.
• Prepare presentations, reports, and documentation related to customer journey planning and project updates.
• Research and share global best practices in transport customer experience.

Qualifications & Experience

• Bachelor’s degree in business Strategy, Service Design or Customer Experience.
• 5+ years in customer transport experience or service planning; GCC experience highly regarded.