Senior Manager - Customer Experience Planning - 20004734 CDU12

Qiddiya Investment Company; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading entertainment and cultural project in Saudi Arabia is seeking a Customer Experience Design Lead to oversee multi-modal public transport services. The role requires significant experience in customer experience design, project coordination, and data analysis, with a preference for public transport background. This is a unique opportunity to shape customer interactions and influence transport strategies within a transformative project.

Qualifications

• 10+ years in customer experience design.
• Public transport experience highly regarded.
• Experience in GCC is a plus.

Responsibilities

• Lead development of CX performance frameworks and KPIs.
• Manage and conduct customer research studies.
• Support service planning through development of customer requirements.

Skills

Customer experience design

Project coordination

Stakeholder management

Data analysis

End-to-end journey design

Education

Bachelor’s degree

Master’s in industrial design or related fields

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.

Role Summary:

Leads the customer experience design of multi-modal, end-to-end public transport services, infrastructure and touchpoints. Acts as the key liaison between strategy, operations, and design teams to embed customer experience principles into broader transport projects and policies.

Key Responsibilities:

• Lead the development of CX performance frameworks, KPIs, and investment plans.
• Align customer experience goals with strategic transport plans and capital projects.
• Manage and conduct customer research studies, gather and analyse data to develop customer insights.
• Support service planning and network design through the development of customer requirements.
• Represent the voice of the customer in cross-departmental planning forums.
• Lead the design and continuous improvement of the end-to-end customer journey across all transport touchpoints.

• Bachelor’s degree required, with a preference for a Master’s in industrial design, interior design, graphic design, design management, anthropology, ethnography or psychology, or other social sciences.
• 10+ years in customer experience design; Public Transport experience highly regarded; GCC experience highly regarded.
• Strong background in project coordination, performance evaluation, and stakeholder management.
• Experience conducting customer research, analyzing data, and generating actionable insights.
• Skilled in designing and improving end-to-end customer journeys across multiple touchpoints.