Senior Director - Customer Experience Design and Innovation; BU

Role Summary

Leads the vision and strategy for the design and innovation of customer experiences across all transport modes. This role combines service design, innovation frameworks, and customer-centric thinking to drive excellence in transport experiences from concept to implementation.

• Develop and lead a holistic customer experience design strategy aligned with business goals.
• Introduce and oversee innovation initiatives to enhance multimodal journeys.
• Apply design thinking, service design, and systems mapping to develop new customer touchpoints.
• Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.
• Oversee the customer journey mapping, persona development, and voice-of-customer research programs.
• Mentor a small team in driving user-centred design approaches and innovation labs.

• Strategic Visioning – Creates and communicates a compelling future-state for customer experience that inspires innovation and long-term change.
• Design-Led Thinking – Applies human-centred design principles and promotes experimentation and iteration across projects.
• Influential Leadership – Builds alignment across functions, fostering a collaborative culture that embraces innovation and design.
• Customer Obsession – Advocates passionately for the customer in all decision-making, ensuring experiences are inclusive and intuitive.
• Resilience and Agility – Maintains momentum through ambiguity and pivots quickly in response to feedback or emerging insights.

• Bachelor’s degree. Master’s degree in service design, Innovation Management, Transport Planning, or similar preferred
• 15+ years of experience in customer experience strategy and innovation, ideally within the GCC.
• Strong knowledge of public transport systems and user-centered design.