Senior Director - Customer Experience Design and Innovation (BU 5)
Qiddiya | القدية
Date: 3 weeks ago
City: Riyadh
Contract type: Full time
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:
Qualifications & Experience:
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
- 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
Qualifications & Experience:
- 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
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