Director - Customer AI & Analytics📣 Job Ad

About the Role

Qiddiya is seeking a Director - Customer AI & Analytics to lead the development and implementation of its customer data strategy, governance, architecture, and AI-driven engagement capabilities. This role is central to establishing Qiddiya's customer data foundation, enabling advanced personalization, audience intelligence, loyalty analytics, revenue optimization, and AI-powered customer engagement across all aspects of the Qiddiya experience. The successful candidate will be a leader with deep expertise in customer data ecosystems, AI enablement, enterprise data platforms, and digital transformation, combined with strong stakeholder management and execution skills. This position is key to positioning customer data as a strategic enterprise asset, requiring collaboration with Digital, Marketing, Commercial, Customer Experience, IT, Operations, Strategy, and Executive Leadership teams.

Key Responsibilities

• Define and lead Qiddiya's enterprise Customer Data & AI strategy, ensuring alignment with business growth, visitor experience enhancement, and digital transformation objectives.
• Establish the long-term roadmap for customer data products, customer intelligence platforms, AI enablement, and monetization opportunities.
• Build a unified customer data vision that spans ticketing, CRM, loyalty programs, mobile applications, digital platforms, attractions, hospitality, retail, mobility, and operational ecosystems.
• Drive enterprise-wide adoption of customer-centric decision-making and data-driven engagement models.
• Lead the development and evolution of enterprise Customer 360 capabilities and the customer master data architecture.
• Define and oversee the creation of customer data products that enable visitor insights and segmentation, personalization and recommendation engines, customer lifetime value analysis, revenue and conversion analytics, loyalty and engagement intelligence, cross-channel customer journey analytics, real-time audience intelligence, and predictive behavior modeling.
• Partner with Data Engineering and Platform teams to ensure the development of scalable and secure customer data pipelines and architectures.
• Enable self-service analytics and facilitate business consumption of customer intelligence products.
• Lead AI initiatives focused on enhancing customer engagement, personalization, operational intelligence, and overall business optimization.
• Identify and drive high-value AI use cases, including AI-powered personalization, recommendation engines, conversational AI and intelligent assistants, customer sentiment analysis, dynamic audience targeting, predictive analytics, AI-driven campaign optimization, and generative AI use cases for customer engagement.
• Collaborate with BI, Data Science, MLOps, and Emerging Technology teams to operationalize AI solutions effectively.
• Establish robust AI governance principles that align with enterprise standards and promote responsible AI practices.
• Build and lead a high-performing Customer Data & AI function within the Data Office.
• Mentor and develop multidisciplinary teams across analytics, AI, customer intelligence, and data product domains.
• Foster a culture of innovation, experimentation, agility, and business value realization within the team.
• Support enterprise data literacy and AI adoption initiatives across the organization.

Qualifications and Requirements

• A minimum of 12 years of progressive experience in Data, Analytics, AI, Customer Intelligence, or Digital Transformation domains.
• Proven leadership experience in architecting and executing enterprise-scale customer data and AI initiatives.
• Strong experience with Customer 360, Customer Data Platforms (CDP), CRM analytics, personalization strategies, and customer intelligence ecosystems.
• Demonstrated experience leading large, complex cross-functional programs involving business, technology, and data stakeholders.
• A solid understanding of modern cloud data platforms and AI/ML ecosystems.
• Experience working within key consumer-oriented industries such as Entertainment, Hospitality, Theme Parks, and Retail.
• Experience in managing strategic vendors, implementation partners, and overseeing enterprise-level programs.

Required Skills

• Customer Data Strategy
• Customer Intelligence Platforms
• AI-driven Engagement Capabilities
• Customer Data Foundation
• Personalization
• Audience Intelligence
• Loyalty Analytics
• Revenue Optimization
• AI-powered Customer Engagement
• Customer Data Ecosystems
• AI Enablement
• Enterprise Data Platforms
• Digital Transformation
• Stakeholder Management
• Execution Capabilities
• Customer 360
• Customer Master Data Architecture
• Visitor Insights and Segmentation
• Recommendation Engines
• Customer Lifetime Value Analysis
• Cross-channel Customer Journey Analytics
• Real-time Audience Intelligence
• Predictive Behavior Modeling
• Scalable and Secure Customer Data Pipelines
• Self-service Analytics
• AI Initiatives
• Operational Intelligence
• Business Optimization
• Conversational AI
• Intelligent Assistants
• Customer Sentiment Analysis
• Dynamic Audience Targeting
• Predictive Analytics
• AI-driven Campaign Optimization
• Generative AI
• MLOps
• Emerging Technology
• AI Governance
• Responsible AI Practices
• Leadership
• Organizational Development
• Data Office Management
• Data Literacy
• AI Adoption
• CDP
• CRM Analytics
• Cloud Data Platforms
• AI/ML Ecosystems
• Entertainment Industry Expertise
• Hospitality Industry Expertise
• Theme Parks Expertise
• Retail Industry Expertise
• Vendor Management
• Implementation Partner Management

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role operates within the Data Office, fostering collaboration across various business and technology departments.