Job description

Qiddiya Technology's Experience Design function sits within the wider Digital & Customer Engagement team, and this Riyadh-based Senior Manager leads its Customer Experience discipline. The job covers the full customer experience across digital, physical and service touchpoints. A CX roadmap, principles, governance and improvement priorities are defined and delivered under your lead. Pain points and root causes are identified and turned into actionable plans, with service design work such as experience mapping, service blueprints and future-state concepts. Voice of Customer programmes and customer research draw on feedback, complaints and behavioural insight. Recommendations from that insight shape decisions in Product, UX Design, Digital, Operations, Marketing, Customer Service and Data. A CX and Service Design team reports to you, and external agencies, consultancies and delivery partners are managed closely. Workshops, experience reviews and stakeholder alignment sessions keep teams moving together, while CX KPIs track outcomes for senior stakeholders. Expect to bring 8+ years in customer experience, service design, customer research or related fields, including 3+ years in leadership, with experience in complex digital or transformation environments.