Manager - Customer Experience Planning ( CDU3) - 20004580

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:

Works closely with the Director of Customer Experience Strategy & Planning and the Senior Manager of Customer Experience Strategy & Planning on one or more transport projects to design and develop the proposed customer journey. Collaborates with transport project teams, strategy, operations, and other relevant functions to embed a world-class customer experience. In partnership with the Customer Intelligence team, supports the evaluation of the effectiveness of transport initiatives that impact the overall customer experience.

Key Responsibilities:

• Development of CX performance frameworks, KPIs, and investment plans
• Align customer experience goals with strategic transport plans and capital projects
• Support service planning and network design with a focus on customer outcomes
• Represent the voice of the customer in cross-departmental planning forums
• Lead the design and continuous improvement of the end-to-end customer journey across all transport touchpoints
• Develop strategies that enhance passenger satisfaction, accessibility, and engagement
  
  

Requirements

Qualifications & Experience:

• Bachelor's degree in business Strategy, Service Design or Customer Experience
• 7+ years in transport customer experience or service planning; GCC experience highly regarded