Senior Director - Customer Experience Design and Innovation (CDU3) - 20003758

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

Qiddiya is Saudi Arabia’s future capital of entertainment, sports, and culture — a 360 km² mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we’re creating a destination like no other. This is more than a project, it’s a national transformation. As construction accelerates, we’re hiring ambitious talent to help shape it. If you’re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.

Overview

Role Summary: Leads the vision and strategy for the design and innovation of customer experiences across all transport modes. This role combines service design, innovation frameworks, and customer-centric thinking to drive excellence in transport experiences from concept to implementation.

Responsibilities

• Develop and lead a holistic customer experience design strategy aligned with business goals.
• Introduce and oversee innovation initiatives to enhance multimodal journeys.
• Apply design thinking, service design, and systems mapping to develop new customer touchpoints.
• Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.
• Oversee the customer journey mapping, persona development, and voice-of-customer research programs.
• Mentor a small team in driving user-centred design approaches and innovation labs.

Behavioural Competencies

• Strategic Visioning – Creates and communicates a compelling future-state for customer experience that inspires innovation and long-term change.
• Design-Led Thinking – Applies human-centred design principles and promotes experimentation and iteration across projects.
• Influential Leadership – Builds alignment across functions, fostering a collaborative culture that embraces innovation and design.
• Customer Obsession – Advocates passionately for the customer in all decision-making, ensuring experiences are inclusive and intuitive.
• Resilience and Agility – Maintains momentum through ambiguity and pivots quickly in response to feedback or emerging insights.

Qualifications & Experience

• Bachelor’s degree. Master’s degree in service design, Innovation Management, Transport Planning, or similar preferred
• 15+ years of experience in customer experience strategy and innovation, ideally within the GCC.
• Strong knowledge of public transport systems and user-centered design.