Assistant Manager Customer Experience Planning

Job description / Role

Description

Qiddiya is Saudi Arabia’s future capital of entertainment, sports, and culture — a 360 km² mega-project just outside Riyadh. From F1-grade racetracks and theme parks to stadiums and performance venues, we’re creating a destination like no other. This is more than a project, it’s a national transformation. As construction accelerates, we’re hiring ambitious talent to help shape it. If you’re driven by scale, impact, and the chance to build something iconic from the ground up, Qiddiya is calling for you.

General summary

Works collaboratively with the Director and Senior Manager of Customer Experience Strategy & Planning on one or more transport projects to design and develop the proposed customer journey. Liaises with transport project teams, strategy, operations, and other relevant functions to embed a world-class customer experience. In collaboration with the Customer Intelligence team, assists in evaluating the effectiveness of transport initiatives that impact on the overall customer experience.

Key responsibilities

• Assists in the development of CX performance frameworks, KPIs, and investment plans.
• Align customer experience goals with strategic transport plans and capital projects.
• Assist in the development and refinement of end-to-end customer journeys across all modes of transport.
• Support service planning and network design with a focus on customer outcomes.
• Represent the voice of the customer in cross-departmental planning forums.
• Prepare presentations, reports, and documentation related to customer journey planning and project updates.
• Research and share global best practices in transport customer experience.

Requirements

Qualifications & experience

• Bachelor’s degree in Business Strategy, Service Design or Customer Experience.
• 5+ years in customer transport experience or service planning; GCC experience highly regarded.