Job summary
The Senior Manager, Digital CX at Qiddiya Investment Company in Riyadh leads the Customer Experience discipline within Experience Design. The role defines CX strategy, leads customer research and journey design, and drives improvements across digital, physical and service touchpoints.
Key responsibilities
- Define and deliver CX roadmap, principles, governance, and improvement priorities.
- Promote customer-centric practices and embed CX across the organization.
- Lead and develop the CX and Service Design team, ensuring capability and performance.
- Design, manage and optimise customer journeys across digital, physical and service channels.
- Identify pain points and translate them into actionable improvement plans.
- Oversee service design outputs such as journey maps and service blueprints.
- Drive CX initiatives and monitor measurable business and customer outcomes.
- Lead customer research and Voice of Customer programmes and convert insights into recommendations.
Requirements
- 8+ years in CX, Service Design, Customer Research, Journey Management or related fields.
- Minimum 3 years in a leadership position.
- Strong knowledge of CX measurement, Voice of Customer and governance.
- Experience in complex digital, service or transformation environments.
- Experience managing agencies, consultancies and delivery partners.
- Strong written and verbal communication skills.
Skills
Customer Experience (CX)Service DesignJourney MappingVoice of CustomerCustomer ResearchCX MeasurementStakeholder ManagementWorkshop FacilitationPerformance KPIsTeam Leadership
Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.
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