Director - Customer Experience Design and Innovation (CDU3) - 20005192
Qiddiya | القدية
A Saudi megaproject creating a world‑class entertainment, sports and culture destination around Riyadh.
Lead CX design & innovation for transport projects at Qiddiya, from design to operations.
6 days ago ago
Expert & Leadership (13+ years)
Full Time
Riyadh, Riyadh, Saudi Arabia
Office Full-Time
Company Size
1,900 Employees
Service Specialisms
Construction services
Project Management
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Entertainment
Theme Parks
Sports
Wellness
Hospitality
Real Estate
Residential
Commercial
Role
Description
Introduce and oversee innovative initiatives to enhance multimodal journeys
Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives
Develop and lead a holistic customer experience design strategy aligned with business goals
Mentor a small team in driving user-centered design approaches and innovation labs
Lead the introduction of new technologies, smart mobility solutions, and innovative practices (e.g., MaaS platforms, real-time data, contactless ticketing, AI-enabled analytics, and sustainable design) that enhance service quality and operational efficiency
Apply design thinking, service design, and systems mapping to develop new customer touchpoints
Oversee customer journey mapping, persona development, and voice-of-customer research programs
Establish measurable CX and innovation metrics such as Customer Satisfaction Index, service reliability, accessibility, and digital adoption. Lead continuous improvement cycles to adapt to evolving customer needs and emerging technologies
Collaborate with design, engineering, construction, and operations teams to embed customer and innovation outcomes throughout planning, design reviews, build phases, and readiness for service. Ensure customer experience KPIs are tracked and delivered through commissioning and steady-state operations
Requirements
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
$9.8B Budget
Project Investment
Total allocated funds for building the destination city.
300 Attractions
Unique Experiences
Including theme parks, sports, and cultural venues.
17M Visitors
Annual Visitor Projection
Expected visitors by 2030, showcasing global appeal.
600K Residents
Future Population
Anticipated residents once the city is fully developed.
Rising southwest of Riyadh, it is backed by Saudi Arabia’s Public Investment Fund.
Built to blend 'play' into everyday life, creating immersive, lifelong experiences.
Development is unfolding in phases, with Phase 1 including various projects and attractions such as Six Flags, Aquarabia, and a world-class motorsports circuit.
Beyond thrill parks, it is establishing vibrant sports, arts, and cultural districts, plus residential and community infrastructure.
Key sector expertise spans entertainment, tourism, infrastructure, sports, and cultural development.
By 2030, it is projected to host millions of visitors annually and offer hundreds of thousands of jobs.
Notable features include the Middle East’s largest Six Flags park, a Formula 1-grade racetrack, and the world’s only Dragon Ball theme park.
Culture + Values
‘Now We Play’ purpose-driven culture using the power of play to advance society
Collaborative care for people and environment enabling all stakeholders to flourish
Ethical business conduct and transparency embedded in governance
Safety culture committed to zero harm
Local heritage celebration through accessible, affordable destination design
Environment + Sustainability
Net Zero by 2060
Carbon Emissions Target
Aiming to achieve net-zero carbon emissions by 2060 to reduce its environmental impact.
20% Energy Reduction
Energy Efficiency Goal
Committed to reducing energy consumption by 20% relative to the 2021 SEC benchmark.
100% Wastewater Reused
Water Management Initiative
Ensuring all wastewater is treated and reused for landscaping purposes.
80% EV Charging
Sustainable Transportation
Equipping 80% of parking slots with EV charging stations by 2035.
ESG vision focused on minimizing environmental footprint under theme 'Play Right'
94% municipal solid waste landfill diversion by 2035
90% organic waste composted on-site by 2035
Support for Saudi Green Initiative, Green Riyadh and UN SDGs
Inclusion & Diversity
40% Target
Women in Workforce
Aiming to achieve 40% female representation in the overall workforce by 2030.
30% Target
Women in Leadership
Committed to reaching 30% female representation in leadership positions by 2030.
100% Accessibility
Public Realm Accessibility
Ensuring full accessibility in public spaces for individuals with disabilities.
Affordability programme with discounted tickets for low‑income visitors