Senior Director - Customer Experience Design and Innovation; CDU

Overview

Senior Director - Customer Experience Design and Innovation (CDU3) – . Qiddiya is Saudi Arabia's future capital of entertainment, sports, and culture, a 360 km² mega-project outside Riyadh. This role leads the vision and strategy for the design and innovation of customer experiences across all transport modes, combining 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 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

• Executive

• Full-time

• Other
• Industries: IT Services and IT Consulting

Riyadh, Riyadh, Saudi Arabia