Senior Director - Customer Experience Design and Innovation (CDU3) - 20003758

Description

• Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives
• Oversee the customer journey mapping, persona development, and voice-of-customer research programs
• Develop and lead a holistic customer experience design strategy aligned with business goals
• Strategic Visioning - Creates and communicates a compelling future-state for customer experience that inspires innovation and long-term change
• Influential Leadership - Builds alignment across functions, fostering a collaborative culture that embraces innovation and design
• Introduce and oversee innovation initiatives to enhance multimodal journeys
• Mentor a small team in driving user-centred design approaches and innovation labs
• Apply design thinking, service design, and systems mapping to develop new customer touchpoints

Requirements

• Resilience and Agility - Maintains momentum through ambiguity and pivots quickly in response to feedback or emerging insights
• Strong knowledge of public transport systems and user-centered design
• Bachelor's degree. Master's degree in service design, Innovation Management, Transport Planning, or similar preferred
• 15+ years of experience in customer experience strategy and innovation, ideally within the GCC
• Design-Led Thinking - Applies human-centred design principles and promotes experimentation and iteration across projects

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance