Senior Manager - Customer Experience Design and Innovation

Qiddiya Investment Company

Key Responsibilities:

Customer Experience Design
Define the end-to-end passenger journey vision and ensure that infrastructure, services, and digital systems are designed to optimize usability, inclusivity, safety, and satisfaction. Develop customer requirements and embed them into project briefs, contracts, and operational standards.

Innovation Strategy
Define the use of new technologies, smart mobility solutions, and innovative practices (e.g., MaaS platforms, real-time data, contactless ticketing, AI-enabled analytics, and sustainable design) that enhance service quality and operational efficiency.

Integration Across Project Lifecycle
Collaborate with design, engineering, construction, and operations teams to embed customer and innovation outcomes throughout planning, design reviews, build phases, and readiness for service. Ensure customer experience KPIs are tracked and delivered through commissioning and steady-state operations.

Stakeholder Engagement
Act as the voice of the customer, engaging with a range of stakeholders to balance technical feasibility with passenger expectations. Ensure transparent communication and co-design where appropriate.

Standards, Compliance & Benchmarking
Align customer experience and innovation initiatives with international best practices (e.g., ISO service quality standards, universal design guidelines, and sustainability frameworks). Benchmark performance against global leaders in public transport.
Performance & Continuous Improvement
Design measurable CX and innovation metrics such as Customer Satisfaction Index, service reliability, accessibility, and digital adoption. Drive continuous improvement cycles to adapt to evolving customer needs and emerging technologies.

Required Skills & Attributes

Strong background in transport planning, infrastructure delivery, or service operations with a focus on user-centered design.
Deep understanding of customer experience frameworks, transport modelling, and behaviour change levers.
Proven ability to lead innovation programs and manage cross-disciplinary teams.
Skilled in stakeholder engagement and negotiation across public, private, and community sectors.
Future-focused mindset with expertise in digital transformation, sustainability, and smart cities