Lead, Digital CX & Customer Research

Qiddiya; Riyadh; Sur place; SAR 120 000 - 160 000; Plein temps

Résumé du poste

Qiddiya seeks a Senior Manager, Digital CX to lead the Customer Experience discipline within the Experience Design function, part of the Digital & Customer Engagement team. You will design and improve end-to-end journeys across digital, physical, and service touchpoints, partnering with Product, UX Design, Digital, Operations, Marketing, and Customer Service.

You will champion customer-centric thinking, manage the CX and Service Design team, translate insights into actionable plans, lead

Qualifications

• 8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines.
• 3+ years in a leadership role.
• Strong written and verbal communication skills.

Responsabilités

• Define and deliver the CX roadmap, principles, 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 appropriate capability, capacity, and performance.
• Lead the design, management, and optimization of customer journeys across digital, physical, and service channels.
• Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans.
• Oversee service design activities, including journey mapping, service blueprints, and future-state experiences.
• Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes.
• Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights.
• Translate customer insights into clear recommendations that inform business, product, and operational decisions.
• Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences.
• Facilitate workshops, journey reviews, and stakeholder alignment activities.
• Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders.

Description du poste

Qiddiya seeks a Senior Manager, Digital CX to lead the Customer Experience discipline within the Experience Design function, part of the Digital & Customer Engagement team. You will design and improve end-to-end journeys across digital, physical, and service touchpoints, partnering with Product, UX Design, Digital, Operations, Marketing, and Customer Service.

You will champion customer-centric thinking, manage the CX and Service Design team, translate insights into actionable plans, lead