Director - Customer Experience Planning (CDU3) - 20003760

Qiddiya Investment Company; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading company in the transport sector is seeking a Customer Experience Manager to enhance the customer journey through strategic planning and evaluation. The role focuses on aligning customer experience goals with capital projects and service planning to ensure effective transport initiatives. Candidates with over 10 years in the field, particularly within the GCC, are highly desirable.

Qualifications

• 10+ years in transport customer experience or service planning.
• GCC experience highly regarded.
• Strong background in project coordination and stakeholder management.

Responsibilities

• Lead the development of CX performance frameworks and KPIs.
• Align customer experience goals with strategic transport plans.
• Manage customer research programs for informed decision-making.

Skills

Systemic Thinking

Customer Advocacy

Results Orientation

Influencing Without Authority

Judgement and Prioritization

Education

Bachelor’s degree

Master in Transport Planning, Business Strategy, or Customer Experience

Job description

Role Summary:

Guides the planning and evaluation of initiatives that impact the transport customer journey. Acts as the key liaison between strategy, operations, and design teams to embed customer experience priorities into broader transport projects and policies.

Key Responsibilities:

· Lead the development of CX performance frameworks, KPIs, and investment plans.

· Align customer experience goals with strategic transport plans and capital projects.

· Manage customer research programs and feedback loops to inform decisions.

· Support service planning and network design with a focus on customer outcomes.

· Represent the voice of the customer in cross-departmental planning forums.

Behavioral Competencies:

· Systemic Thinking – Connects planning decisions to end-to-end customer journeys.

· Customer Advocacy – Ensures CX priorities are represented in high-level planning.

· Results Orientation – Drives improvements through data and structured evaluation.

· Influencing Without Authority – Aligns stakeholders and secures commitment across silos.

· Judgement and Prioritization – Makes sound trade-offs between customer experience and operational feasibility.

Qualifications & Experience:

· Bachelor’s degree. Master preferred in Transport Planning, Business Strategy, or Customer Experience.

· 10+ years in transport customer experience or service planning; GCC experience highly regarded.

· Strong background in project coordination, performance evaluation, and stakeholder management.