Senior Manager - Customer Experience Planning (CDU3) - 20004734
Qiddiya | القدية
Date: 2 weeks ago
City: Riyadh
Contract type: Full time
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:
Together with the Director, Customer Experience Strategy & Planning, works on one or more transport projects to build the proposed customer journey. Liaises with transport project teams, strategy, operations and other functions as needed to embed a world leading customer experience. In collaboration with the Customer Intelligence team, evaluate the effectiveness of transport initiatives that impact the transport customer experience.
Key Responsibilities:
Qualifications & Experience:
Role Summary:
Together with the Director, Customer Experience Strategy & Planning, works on one or more transport projects to build the proposed customer journey. Liaises with transport project teams, strategy, operations and other functions as needed to embed a world leading customer experience. In collaboration with the Customer Intelligence team, evaluate the effectiveness of transport initiatives that impact the transport customer experience.
Key Responsibilities:
- Development of CX performance frameworks, KPIs, and investment plans
- Align customer experience goals with strategic transport plans and capital projects
- Builds service design journey maps to inform decisions
- Support service planning and network design with a focus on customer outcomes.
- Represent the voice of the customer in cross-departmental planning forums
- Influencing Without Authority - Aligns stakeholders and secures commitment across silos
Qualifications & Experience:
- Bachelor's degree. Master preferred in Transport Planning, Business Strategy, or Customer Experience
- 8+ years in transport customer experience or service planning; GCC experience highly regarded
- Strong background in project coordination, performance evaluation, and stakeholder management
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