Senior Manager - Customer Experience Planning (CDU3) - 20004734

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

Job summary

A major entertainment development project in Saudi Arabia is seeking a candidate with over 8 years of experience in transport customer experience or service planning. Key responsibilities include developing performance frameworks and aligning customer experience goals with strategic plans. A Bachelor’s degree is required, with a Master’s preferred. The role emphasizes stakeholder management and influences across departments to enhance customer journey design.

Qualifications

• 8+ years in transport customer experience or service planning, GCC experience highly regarded.
• Strong background in project coordination and performance evaluation.

Responsibilities

• Development of CX performance frameworks, KPIs, and investment plans.
• Align customer experience goals with strategic transport plans and capital projects.
• Build service design journey maps to inform decisions.
• Represent the voice of the customer in cross-departmental planning forums.

Skills

Transport customer experience

Service planning

Stakeholder management

Project coordination

Education

Bachelor’s degree

Master’s preferred in Transport Planning, Business Strategy, or Customer Experience

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

Together with the SR Manager, Customer Experience Strategy & Planning, works on one or more transport projects to build the proposed customer journey.

Liaises with transport project teams, strategy, operations and other functions as needed to embed a world leading customer experience.

In collaboration with the Customer Intelligence team, evaluate the effectiveness of transport initiatives that impact the transport customer experience.

Key Responsibilities

• Development of CX performance frameworks, KPIs, and investment plans.
• Align customer experience goals with strategic transport plans and capital projects.
• Build service design journey maps to inform decisions.
• Support service planning and network design with a focus on customer outcomes.
• Represent the voice of the customer in cross-departmental planning forums.
• Influencing Without Authority – Aligns stakeholders and secures commitment across silos.

Qualifications & Experience

• Bachelor’s degree.
• Master preferred in Transport Planning, Business Strategy, or Customer Experience.
• 8+ years in transport customer experience or service planning; GCC experience highly regarded.
• Strong background in project coordination, performance evaluation, and stakeholder management.