# Senior Manager - Digital CX & Research — Qiddiya | القدية

Canonical: https://jobxdubai.com/jobs/li-4470005132-senior-manager-digital-cx-research
Location: Riyadh, Saudi Arabia
Type: full_time · Level: senior
Monthly salary: AED 39,200 to 63,700 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-24
Apply: https://www.linkedin.com/jobs/view/senior-manager-digital-cx-research-at-qiddiya-%D8%A7%D9%84%D9%82%D8%AF%D9%8A%D8%A9-4470005132?_l=en

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## 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

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## 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

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