Director - Customer Experience Design and Innovation

Qiddiya Investment Company

General Summary:

The Customer Experience and Innovation Director is responsible for ensuring that customer needs and expectations are at the heart of public transport infrastructure projects across their full lifecycle from design and construction through to operations.

This role is instrumental leading design thinking across transport projects integrating voice of the customer, leading practice in transport and adjacent industries, and service design principles into complex transport initiatives to deliver seamless, accessible, and future-ready mobility solutions.

Essential Duties and Responsibilities:

• Develop and lead a holistic customer experience design strategy aligned with business goals.
• 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.
• 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.
• Introduce and oversee innovative initiatives to enhance multimodal journeys.
• Apply design thinking, service design, and systems mapping to develop new customer touchpoints.
• Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.
• Oversee customer journey mapping, persona development, and voice-of-customer research programs.
• Mentor a small team in driving user-centered design approaches and innovation labs.