Senior Manager - Customer Experience Planning - 20004734 CDU12

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

Job summary

A leading entertainment and culture development project in Saudi Arabia is looking for a customer experience design leader. This role involves shaping multi-modal public transport services and collaborating with various teams to enhance customer journey experiences. The ideal candidate will have over 10 years of experience in customer experience design, with a preference for a Master's degree in related fields and a strong background in research and stakeholder management. Competitive compensation and a chance to contribute to a transformative national project await.

Qualifications

• 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.

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.

Skills

Customer experience design

Project coordination

Data analysis

Stakeholder management

Research skills

Education

Bachelor’s degree

Master’s in social sciences

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

Lead 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.

Qualifications

• Bachelor’s degree required, with a preference for a Master’s in industrial design, interior design, graphic design, design management, anthropology, ethnography, 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.