Senior Director - Customer Experience Design and Innovation (CDU3) - 20003758

Overview

Qiddiya is Saudi Arabia’s future capital of entertainment, sports, and culture — a 360 km² mega-project just outside Riyadh. From F1‑grade racetracks and theme parks to stadiums and performance venues, we’re creating a destination like no other. This is more than a project, it’s a national transformation. As construction accelerates, we’re hiring ambitious talent to help shape it. If you’re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.

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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