Senior Manager, Digital CX & Research — Drive Customer Impact

Qiddiya Investment Company; Riyadh; On-site; SAR 446,000 - 670,000; Full time

Job summary

Qiddiya Investment Company seeks a Senior Manager, Digital CX & Research to lead the Customer Experience discipline within the Experience Design function, driving end-to-end customer journeys across digital, physical, and service touchpoints.

You will collaborate with Product, Digital, Operations, Marketing, Customer Service, Data, and Research teams to embed CX best practices, oversee service design activities, and champion customer-centric decision-making through research and VOC programs.

Qualifications

• 8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role.
• Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance.
• Experience working within complex digital, service, or transformation environments.
• Experience managing external agencies, consultancies, and delivery partners.
• Strong written and verbal communication skills.

Responsibilities

• 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.

Skills

Leadership

Communication

CX measurement

Stakeholder management

Job description

Qiddiya Investment Company seeks a Senior Manager, Digital CX & Research to lead the Customer Experience discipline within the Experience Design function, driving end-to-end customer journeys across digital, physical, and service touchpoints.

You will collaborate with Product, Digital, Operations, Marketing, Customer Service, Data, and Research teams to embed CX best practices, oversee service design activities, and champion customer-centric decision-making through research and VOC programs.