Senior Manager - Digital CX & Research

Qiddiya
Riyadh
Workplace: OnsiteFull timeFunction: Research & Scientific (R&D)Experience: 8+ yearsSkills: ["Communication","Customer-centric thinking","Stakeholder alignment"]

Lead the Customer Experience discipline within the Experience Design function, owning end-to-end journey understanding, design, and improvement across digital, physical, and service touchpoints. Set the CX roadmap, governance, and KPIs; manage and develop the CX and Service Design team; and run Voice of Customer and customer research programs. Partner with Product, UX, Digital, Operations, Marketing, Customer Service, and Data to translate insights into measurable business and customer outcomes.

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FursaFursa
Qiddiya
Qiddiya
2 days ago

Senior Manager - Digital CX & Research

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Job Summary

Lead the Customer Experience discipline within the Experience Design function, owning end-to-end journey understanding, design, and improvement across digital, physical, and service touchpoints. Set the CX roadmap, governance, and KPIs; manage and develop the CX and Service Design team; and run Voice of Customer and customer research programs. Partner with Product, UX, Digital, Operations, Marketing, Customer Service, and Data to translate insights into measurable business and customer outcomes.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Research & Scientific (R&D)
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and deliver the CX roadmap, principles, governance, and improvement priorities.
  • •Champion customer-centric thinking and embed CX best practices across the organization.
  • •Lead and develop the CX and Service Design team to ensure capability, capacity, and performance.
  • •Design, manage, and optimize customer journeys across digital, physical, and service channels.
  • •Lead customer research and Voice of Customer programs; translate insights into actionable recommendations and track CX KPIs to communicate outcomes to senior stakeholders.

Key Requirements

  • •8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role.
  • •Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance.
  • •Experience working within complex digital, service, or transformation environments.
  • •Experience managing external agencies, consultancies, and delivery partners.
  • •Strong written and verbal communication skills.
Experience:8+ yearsCustomer experienceService designCustomer researchJourney managementVoice of customerDigital transformation
Skills:CommunicationCustomer-centric thinkingStakeholder alignment

Company Brief

Qiddiya
Developing Qiddiya City, a PIF-backed giga-project near Riyadh delivering theme parks, sports venues, cultural attractions, hospitality, and entertainment ecosystems to drive tourism, jobs, and economic diversification under Saudi Vision 2030.
Industry: Real Estate Development
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Riyadh, Saudi Arabia
Founded: 2018
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Glassdoor: 4.3
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