About the Job:
The company, headquartered in the Saudi capital, is the new national airline striving to reshape the future of aviation. Our goal is to transform Saudi Arabia into a global aviation and trade hub, establishing ourselves as a digitally native airline connecting the kingdom to over 100 destinations.
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About the Role:
Are you passionate about designing exceptional guest experiences that redefine the future of travel? In this pivotal role, you will lead our Guest Experience Design function, driving journey-based governance and transforming guest insights into meaningful improvements across both physical and digital touchpoints. You will be essential in shaping how the company delivers seamless, guest-centric experiences throughout the travel journey, ensuring every interaction reflects our ambition to become a world-class digitally native carrier.
Key responsibilities include:
- Leading the Voice of the Guest (VoG) strategy, embedding customer insight, governance, and accountability into decision-making.
- Identifying experience gaps, prioritizing cross-functional initiatives, and translating insights into scalable service design and digital improvements.
- Championing closed-loop feedback practices and overseeing journey mapping and experience measurement frameworks to ensure ongoing optimization.
- Developing experience governance, performance tracking, and stakeholder alignment, while managing VoG platforms and vendor partnerships.
This high-impact role is ideal for an innovative and customer-focused leader ready to influence the company’s future guest experience.
About You:
- Degree qualified with a minimum of 8 years of experience in guest experience, service design, customer insights, or related areas within complex customer-centric organizations.
- Experience within aviation, travel, hospitality, retail, or mobility sectors is highly valued.
- Excellent stakeholder management and leadership skills, alongside a proven track record in agile and transformation-driven environments.
- Strong expertise in Voice of Customer/Guest programs, journey mapping, and experience strategy.
This is your opportunity to shape the future of air travel. We look forward to reviewing your application.
