Senior Director Customer Experience Design & Innovation (Riyadh, Saudi Arabia)

The Senior Director will lead the vision, strategy, and innovation agenda for customer experience across all transport modes. From first click to final destination, this individual will orchestrate experiences that are seamless, sustainable, and emotionally resonant — shaping how millions move, connect, and explore.

• Collaborate with digital, operations, and planning teams to ensure CX is seamlessly integrated into system design and delivery.
• Champion service design, journey mapping, and experience prototyping across digital and physical channels.
• Lead innovation frameworks and design thinking programs that reimagine multimodal travel.
• Build and mentor a small, high-performing innovation lab that pushes the boundaries of what transport can feel like.
• Define and deliver a holistic CX design strategy that brings the transport vision to life across every touchpoint.

• Holds a Master’s degree in Service Design, Innovation Management, Transport Planning, or a related discipline.
• A strategic design leader with 12+ years in CX strategy, innovation, or transport design, ideally within large-scale or GCC environments.
• Demonstrates the ability to translate complex mobility systems into intuitive, human experiences.
• Embed customer voice, empathy, and data-driven insight at the core of every experience decision.
• A visionary communicator who inspires teams and aligns diverse stakeholders around a shared purpose.

This is more than a design role — it is an opportunity to define the emotional rhythm of an entire destination. A place where movement feels effortless, where innovation meets imagination, and where guests discover not just where they’re going, but how extraordinary getting there can be.