Head of Multimodal Customer Experience & Innovation

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

Job summary

A leading entertainment and culture project in Saudi Arabia is seeking a senior professional to lead the design and innovation of customer experiences across transport modes. Responsibilities include developing a strategic design approach, mentoring a team, and ensuring integration of CX initiatives. Candidates should have over 15 years of experience in customer experience strategy, with a strong background in public transport systems.

Qualifications

• 15+ years of experience in customer experience strategy and innovation, ideally within the GCC.
• Strong knowledge of public transport systems and user-centered design.

Responsibilities

• Develop and lead a holistic customer experience design strategy aligned with business goals.
• Introduce and oversee innovation initiatives to enhance multimodal journeys.
• Mentor a small team in driving user-centred design approaches.

Skills

Customer experience strategy

Design thinking

Customer journey mapping

Stakeholder engagement

Innovation management

Education

Bachelor’s degree

Master’s degree in service design or related field

Job description

A leading entertainment and culture project in Saudi Arabia is seeking a senior professional to lead the design and innovation of customer experiences across transport modes. Responsibilities include developing a strategic design approach, mentoring a team, and ensuring integration of CX initiatives. Candidates should have over 15 years of experience in customer experience strategy, with a strong background in public transport systems.