The Director - Customer AI & Analytics will lead the strategy, governance, architecture, and delivery of customer data products, customer intelligence platforms, and AI-driven engagement capabilities across the company. This role will establish the company’s customer data foundation and enable advanced personalization, audience intelligence, loyalty analytics, revenue optimization, and AI-powered customer engagement across parks, entertainment venues, digital channels, hospitality, retail, ticketing, mobility, and future city services. The role requires a highly strategic leader with deep expertise in customer data ecosystems, AI enablement, enterprise data platforms, and digital transformation.
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Location
Riyadh, Saudi Arabia
Key Responsibilities
- Define and lead the company’s enterprise Customer Data & AI strategy aligned with business growth, visitor experience, and digital transformation objectives.
- Establish the long-term roadmap for customer data products, customer intelligence, AI enablement, and monetization opportunities.
- Build a unified customer data vision across ticketing, CRM, loyalty, mobile applications, digital platforms, attractions, hospitality, retail, mobility, and operational ecosystems.
- Drive enterprise adoption of customer-centric decision-making and data-driven engagement models.
- Lead the development and evolution of enterprise Customer 360 capabilities and customer master data architecture.
- Define and oversee customer data products enabling visitor insights, segmentation, personalization, and recommendation engines.
- Partner with Data Engineering and Platform teams to ensure scalable and secure customer data pipelines and architectures.
- Lead AI initiatives focused on customer engagement, personalization, operational intelligence, and business optimization.
- Collaborate with BI, Data Science, MLOps, and Emerging Technology teams to operationalize AI solutions.
- Build and lead a high-performing Customer Data & AI function within the Data Office.
Requirements
- 12+ years of experience in Data, Analytics, AI, Customer Intelligence, or Digital Transformation domains.
- Proven leadership experience in enterprise-scale customer data and AI initiatives.
- Strong experience in Customer 360, CDP, CRM analytics, personalization, and customer intelligence ecosystems.
- Experience leading large cross-functional programs involving business, technology, and data stakeholders.
- Strong understanding of modern cloud data platforms and AI/ML ecosystems.
- Experience in key consumer-oriented industries including Entertainment, Hospitality, Theme Parks, and Retail.
