Job description

The role supports the development of data-driven insights that enhance the customer experience across all transport touchpoints within Qiddiya. Responsibilities include conducting customer intelligence activities such as collecting, analyzing and reporting data on customer behaviors and satisfaction drivers, managing voice-of-customer (VoC) programs including surveys, feedback loops and digital experience analytics, and creating dashboards and reports that highlight CX performance indicators, trends and improvement opportunities. The position collaborates with Operations, Digital, Planning and CX Design stakeholders to translate insights into practical experience enhancements, supports persona creation, customer segmentation and journey analytics, and contributes to innovation projects by validating hypotheses through customer data and research findings. Reporting to the Director of Strategy, the role partners closely with HR to support employee engagement, team effectiveness, cultural initiatives and talent development across the function. It has no direct reports but requires strong stakeholder management, influence, communication skills and project leadership to drive cross-functional outcomes aligned with strategic priorities. The ideal candidate is a proactive, analytical problem solver with a data-driven mindset and strong customer focus.