Senior Manager - Digital CX Riyadh

Qiddiya is seeking a Senior Manager to lead the Digital Customer Experience (CX) discipline within its Experience Design function, part of the Digital & Customer Engagement team. The role focuses on understanding, designing, and improving end‑to‑end customer journeys across digital, physical and service touchpoints. Responsibilities include: Define and deliver the CX roadmap, principles, governance and improvement priorities; Champion customer‑centric thinking and embed CX best practices; Lead and develop the CX and Service Design team; Design, manage and optimise customer journeys across all channels; Identify pain points and translate them into actionable plans; Oversee journey mapping, service blueprints and future‑state experiences; Drive CX improvement initiatives and monitor measurable outcomes; Conduct customer research and Voice of Customer programs; Translate insights into recommendations for product and operational decisions; Partner with Product, UX, Digital, Operations, Marketing, Customer Service, Data and Research teams; Facilitate workshops and stakeholder alignment; Track CX KPIs and report performance to senior stakeholders.