Head of Digital CX & Customer Insights

Qiddiya | القدية; Riyadh; On-site; SAR 360,000 - 600,000; Full time

Job summary

Qiddiya is seeking a Senior Manager, Digital CX & Research to lead the Customer Experience discipline within Experience Design. You will design and improve end-to-end journeys across digital, physical, and service touchpoints, partnering with Product, Digital, Operations, Marketing, and Data to put the customer at the center of decision-making.

You will build and mentor the CX and Service Design team, govern the CX roadmap, run Voice of Customer programs, map journeys, and translate insights

Qualifications

• 8+ years in Customer Experience, Service Design, or related disciplines, including 3+ years in leadership.
• Strong understanding of CX measurement and Voice of Customer.
• Experience in complex digital, service, or transformation environments.
• Experience managing external agencies and delivery partners.
• Strong written and verbal communication skills.

Responsibilities

• Define and deliver the CX roadmap, governance, and improvement priorities.
• Champion customer-centric thinking and embed CX best practices.
• Lead and develop the CX and Service Design team.
• Lead the design, management, and optimization of customer journeys across channels.
• Identify pain points and translate them into actionable plans.
• Oversee service design activities including journey mapping and blueprints.
• Drive CX improvement initiatives with measurable outcomes.
• Lead customer research and Voice of Customer programs.
• Translate insights into recommendations for business, product, and operations.
• Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams.
• Facilitate workshops, journey reviews, and stakeholder alignment.
• Track CX KPIs and report to senior stakeholders.

Skills

Leadership

CX strategy

Voice of Customer

Journey mapping

Stakeholder management

Vendor management

Research methods

Data-driven decisions

Job description

Qiddiya is seeking a Senior Manager, Digital CX & Research to lead the Customer Experience discipline within Experience Design. You will design and improve end-to-end journeys across digital, physical, and service touchpoints, partnering with Product, Digital, Operations, Marketing, and Data to put the customer at the center of decision-making.

You will build and mentor the CX and Service Design team, govern the CX roadmap, run Voice of Customer programs, map journeys, and translate insights