Digital Experience Manager

About Riyadh Air

Role overview

Responsibilities

• Design and optimise customer journeys across web, mobile, self-service, and emerging digital channels.
• Ensure experiences are intuitive, accessible, customer-centric, and aligned with the airline's digital-native ambition.
• Champion human-centred design and oversee the evolution of digital experiences.
• Use customer feedback, journey analytics, experimentation, and emerging technologies to improve customer interactions.
• Drive innovation initiatives and identify opportunities to enhance the customer proposition.
• Lead cross-functional programmes that improve customer satisfaction and commercial performance.
• Work with Product, Technology, Commercial, Operations, and Customer Experience teams.

Requirements and experience

• Degree qualified.
• At least 7 years of experience in Digital Experience, Customer Experience, Product Management, Service Design, Innovation, or a related field.
• Proven record delivering customer-centric solutions and business outcomes.
• Strong experience in customer journey mapping, digital product development, stakeholder management, service design, and translating customer insights into scalable offerings.
• Agile experience and use of emerging technologies, including AI-enabled solutions, are advantageous.
• Strong strategic thinking, problem-solving, communication, innovation, influence, and complex-initiative leadership capabilities.