Senior Manager - Service Design

Riyadh Air | طيران الرياض; Riyadh Region; On-site; SAR 300,000 - 540,000; Full time

Job summary

Riyadh Air, headquartered in Riyadh, seeks a seasoned Service Design Leader to transform every stage of the guest journey into a premium experience. The role spans digital, physical, operational and human touchpoints, turning insights into scalable service concepts, standards and roadmaps.

You will lead a multidisciplinary team, drive governance, feasibility studies, pilots, launch readiness and post-implementation reviews, and report performance.

Qualifications

• Experience designing, implementing, and enhancing end-to-end inflight and guest experience propositions within an airline environment.
• Proficient in journey mapping, service blueprinting, and guest insight techniques.

Responsibilities

• Lead end-to-end service design programs across digital, physical, operational and human touchpoints.
• Define service design vision, governance, and roadmaps guiding concept through launch.
• Manage budgets, prioritise initiatives, and ensure concepts balance desirability with operational performance.
• Build Service Design capability by leading a high-performing team and executive reporting.

Skills

Journey mapping

Service blueprinting

Guest insight

User experience design

Market & customer analysis

Performance measurement

Cross-functional leadership

Strategic thinking

Persuasive communication

Managing complexity

Education

Bachelor’s degree in a related field

Certification in Service Design / Design Thinking

Job description

Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that's shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.

About The Role

Are you ready to lead service design that transforms every stage of the guest journey into a distinctive premium experience?

This role is central to shaping the end-to-end service experience across digital, physical, operational, and human touchpoints. It turns guest insight, brand ambition, and business priorities into scalable service concepts, standards, and implementation roadmaps.

A core part of the role is defining the service design vision, methodology, and governance that guide consistent delivery across the journey. Working across Guest Experience, Operations, Digital, Product, Brand, Training, and supplier partners, the position drives alignment from concept through launch.

You will lead structured discovery and design processes using guest and staff feedback, operational data, research, co-creation, prototyping, and testing. This includes creating journey maps, service blueprints, and future-state models that remove pain points and elevate the experience.

With responsibility for multidisciplinary service design programs, this position oversees feasibility, business cases, pilots, operational readiness, launch, and post-implementation review. It also manages budgets, prioritizes initiatives, and ensures service concepts balance guest desirability with operational and commercial performance.

In addition, the role builds the Service Design capability by leading a high-performing team, embedding human-centered design practices, and providing executive reporting informed by performance measures, benchmarking, and emerging technology trends.

This is a rare opportunity to define the service vision of a world-class airline and shape how premium travel is experienced at every touchpoint.

About You

Degree qualified, you will demonstrate at least 8 years of experience designing, implementing, and continuously enhancing end-to-end inflight and broader guest experience propositions within an airline environment.

You are expected to possess recognized certification or advanced practitioner training in Service Design, Human-Centered Design, Design Thinking, User Experience research, or Customer Experience.

You will bring strong expertise in journey mapping, service blueprinting, guest insight, user experience design techniques, market and customer analysis, performance measurement, and cross-functional leadership, supported by strategic thinking, sound judgment, persuasive communication, and the ability to manage complexity.