Senior Director - Customer Experience Design and Innovation (BU 5)
Qiddiya Investment CompanyRiyadh, Riyadh Region, Saudi Arabiaمنذ أكثر من 30 يومًا
الوصف الوظيفيStrategic 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.
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.
Key Responsibilities
- 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.
Behavioural Competencies
Qualifications & Experience
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إنشاء تنبيه وظيفي لهذا البحث
Director Design • Riyadh, Riyadh Region, Saudi Arabia
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