Senior Manager Digital CX & Research

About the Role

Qiddiya Investment Company is seeking a Senior Manager - Digital CX & Research to lead the Customer Experience discipline within the Experience Design function, which is part of the broader Digital & Customer Engagement team. This full-time position is based in Riyadh, Riyadh Province, and requires 5-10 years of relevant experience.

Role Overview

The Senior Manager, Digital CX & Research is responsible for understanding, designing, and improving end-to-end customer journeys across digital, physical, and service touchpoints. The role drives customer-centric decision-making through customer research, Voice of Customer programs, journey management, and service design, working in close collaboration with various business functions.

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, ensuring appropriate capability, capacity, and performance.
• Lead the design, management, and optimization of customer journeys across digital, physical, and service channels.
• Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans.
• Oversee service design activities, including journey mapping, service blueprints, and future-state experiences.
• Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes.
• Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights.
• Translate customer insights into clear recommendations that inform business, product, and operational decisions.
• Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences.
• Facilitate workshops, journey reviews, and stakeholder alignment activities.
• Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders.

Required Experience

• Candidates should possess 8+ years of relevant professional experience.

Collaboration and Stakeholder Engagement

This role involves significant collaboration with various internal teams, including Product, Digital, Operations, Marketing, Customer Service, Data, and other business functions, to ensure a unified approach to customer experience improvement.

Work Environment

This is a full-time position located in Riyadh, within the Riyadh Province, at Qiddiya Investment Company.