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

Senior Director – Customer Experience Design & Innovation (Transport)Location: Full time based in Riyadh, Saudi ArabiaA role at the forefront of the future of movement, entertainment, and imagination.Working directly for the client/developer, this opportunity invites a leader to help shape the customer journey for a destination unlike any other — a place where world-class entertainment, culture, and sport converge in one transformative ecosystem. It is the future capital of leisure and adventure: a visionary new city redefining how the world experiences tourism, hospitality, and play.At its core lies a complex, intelligent multimodal transport network — seamlessly connecting guests across vast landscapes and experiences through metro, high-speed rail, autonomous shuttles, electric buses, cableways, and micromobility systems. Yet the ambition reaches even further. This is a blueprint for tomorrow’s mobility — urban air taxis, self-driving fleets, on-demand pods, and connected digital journey platforms that fuse technology, design, and human emotion.The Senior Director of Customer Experience Design & Innovation will transform this mobility ecosystem into a journey of wonder and effortless delight, leading the creation of experiences that sit at the intersection of creativity, technology, and human-centred design.Role SummaryThe 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.Key Responsibilities:Define and deliver a holistic CX design strategy that brings the transport vision to life across every touchpoint.Lead innovation frameworks and design thinking programs that reimagine multimodal travel.Champion service design, journey mapping, and experience prototyping across digital and physical channels.Collaborate with digital, operations, and planning teams to ensure CX is seamlessly integrated into system design and delivery.Build and mentor a small, high-performing innovation lab that pushes the boundaries of what transport can feel like.Embed customer voice, empathy, and data-driven insight at the core of every experience decision.Candidate ProfileA strategic design leader with 12+ years in CX strategy, innovation, or transport design, ideally within large-scale or GCC environments.Holds a Master’s degree in Service Design, Innovation Management, Transport Planning, or a related discipline.Demonstrates the ability to translate complex mobility systems into intuitive, human experiences.Advocates for inclusive, sustainable, and tech-enabled design that anticipates future trends.A visionary communicator who inspires teams and aligns diverse stakeholders around a shared purpose.The OpportunityThis 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.For a leader ready to redefine the future of mobility and human experience, this is the moment to lead the movement.