Head of Digital CX & Research Strategy

Qiddiya Investment Company; Riyadh; On-site; SAR 300,000 - 420,000; Full time

Job summary

Qiddiya Investment Company is seeking a Senior Manager - Digital CX & Research to lead the CX discipline within Experience Design, guiding the end-to-end customer journey across digital and physical touchpoints.

The role partners with Product, UX, Digital, Operations, Marketing, and Data teams to drive customer-centric decisions through research and VOC programs, owning the CX roadmap and governance.

Qualifications

• 8+ years in CX, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role.
• Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance.
• Experience in complex digital, service, or transformation environments.
• Experience managing external agencies, consultancies, 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 across the organization.
• Lead and develop the CX and Service Design team, ensuring capability and performance.
• Lead the design and optimization of customer journeys across digital, physical, and service channels.
• Identify pain points and translate them into actionable plans.
• Oversee journey mapping, service blueprints, and future-state experiences.
• Drive CX improvement initiatives to achieve measurable outcomes.
• Lead customer research and VOC programs using feedback and insights.
• Translate customer insights into clear recommendations for business, product, and operations.
• Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve experiences.
• Facilitate workshops and stakeholder alignment activities.
• Track CX KPIs and communicate performance to senior stakeholders.

Skills

CX leadership

Customer research

Voice of Customer

Journey management

Service design

Stakeholder management

Leadership

Job description

Qiddiya Investment Company is seeking a Senior Manager - Digital CX & Research to lead the CX discipline within Experience Design, guiding the end-to-end customer journey across digital and physical touchpoints.

The role partners with Product, UX, Digital, Operations, Marketing, and Data teams to drive customer-centric decisions through research and VOC programs, owning the CX roadmap and governance.