# Senior Manager - Digital CX & Research

> Qiddiya Investment Company · Riyadh, Saudi Arabia · Full-time · Posted 2026-09-24

**Workplace:** on_site

**Department:** Digital & Customer Engagement Tech D&D

## Description

The Senior Manager, Digital CX & Research leads the Customer Experience discipline within the Experience Design function, part of the wider Digital & Customer Engagement team.

The role is responsible for understanding, designing, and improving end-to-end customer journeys across digital, physical, and service touchpoints. Working closely with Product, Digital, Operations, Marketing, Customer Service, Data, and other business functions, the role drives customer-centric decision-making through customer research, Voice of Customer programs, journey management, and service design.  
  
**Core Responsibilities**

-   Define and deliver the CX roadmap, principles, governance, and improvement priorities.
-   Champion customer-centric thinking and embed CX best practices across the organization.
-   Lead and develop the CX and Service Design team, ensuring appropriate capability, capacity, and performance.
-   Lead the design, management, and optimization of customer journeys across digital, physical, and service channels.
-   Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans.
-   Oversee service design activities, including journey mapping, service blueprints, and future-state experiences.
-   Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes.
-   Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights.
-   Translate customer insights into clear recommendations that inform business, product, and operational decisions.
-   Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences.
-   Facilitate workshops, journey reviews, and stakeholder alignment activities.
-   Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders.

## Requirements

-   8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role.
-   Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance.
-   Experience working within complex digital, service, or transformation environments.
-   Experience managing external agencies, consultancies, and delivery partners.
-   Strong written and verbal communication skills.

## Apply

[Apply at Qiddiya Investment Company](https://apply.workable.com/qiddiya-investment-company-1/j/A85E6D457F/apply)

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