Senior Manager Guest Experience Design

About the Company:

Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying.

It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.

*Are you passionate about designing exceptional guest experiences that redefine the future of travel?*

In this pivotal role, you’ll lead our Guest Experience Design function, driving journey-based governance and transforming guest insights into meaningful experience improvements across both physical and digital touchpoints.

You’ll play a critical role in shaping how Riyadh Air delivers seamless, guest-centric experiences across the entire travel journey, ensuring every interaction reflects the airline’s ambition to become a world-class digitally native carrier.

Working closely with cross-functional teams across Digital, Operations, Commercial, Corporate, and Inflight, you will lead the Voice of the Guest (VoG) strategy, embedding customer insight, governance, and accountability into decision-making and experience delivery.

Importantly, your responsibilities will include identifying experience gaps, leading cross-functional prioritisation, and translating guest and operational insights into scalable service design and digital experience improvements aligned with business and guest outcomes.

As a strategic experience leader, you will champion closed-loop feedback practices, oversee journey mapping and experience measurement frameworks, and ensure improvements are tested, validated, and continuously optimised across the organisation.

You will also lead the development of experience governance, performance tracking, and stakeholder alignment, while managing VoG platforms, vendor partnerships, and insight delivery to support informed decisions and measurable impact.

*This is a high-impact opportunity for an innovative and customer-focused leader ready to shape Riyadh Air’s future guest experience across every stage of the journey.*

Degree qualified, you will demonstrate a minimum of 8 years of experience across guest experience, service design, customer insights, digital product operations, or related areas within complex customer-centric organisations.

Having experience within aviation, travel, hospitality, retail, or mobility sectors will be highly valued.

You will have excellent stakeholder management and leadership skills, with proven experience operating in agile and transformation-driven environments.

You are highly analytical, commercially aware, and confident leading cross-functional initiatives, governance models, and organisational change across matrixed teams.

We’d love to hear from you even more if you have strong expertise in Voice of Customer/Guest programmes, journey mapping, experience strategy, and translating customer insights into prioritised initiatives and measurable business outcomes across both digital and physical environments.

This is your opportunity to shape the future of air travel.

Bring your best and show us why you can own this position within Riyadh Air.

Please submit your application by clicking on the Apply button.

Our Talent Acquisition team will be reviewing applications shortly.