Visitor Experience

Oversee Expo-wide theme architecture, content governance, and visitor-experience standards by setting cross-channel guardrails, running approval gates, and aligning physical and virtual touchpoints to protect narrative coherence, accessibility, and brand integrity.

• Issue visitor-experience standards covering visitor journeys, sensory design, queue and crowd principles, and inclusivity to establish minimum service and accessibility levels across zones.
• Set accessibility and inclusive-design policies covering mobility, sensory needs, language, and neurodiversity to broaden participation and ensure compliance with applicable Saudi and international standards.
• Publish destination design and brand-environment guidelines covering wayfinding, materials, finishes, and placemaking to align physical touchpoints with the Expo’s identity while enabling innovation.
• Maintain the cross-channel experience blueprint connecting onsite, digital, and Virtual Expo touchpoints to ensure a consistent visitor experience before, during, and after the visit.
• Define experience KPIs, including visitor satisfaction, dwell time, repeat intent, and sentiment, in coordination with Corporate Performance & Insights to support performance measurement and continuous improvement.
• Synthesize test-event findings and visitor feedback into thematic updates and targeted experience improvements to enhance readiness ahead of peak periods.

• Act as custodian of the Expo’s overarching thematic narrative, ensuring coherence across pavilions, exhibits, programs, and communications.
• Define the Expo theme architecture and curatorial principles to anchor all storylines and exhibits in a coherent “one Expo” narrative.
• Define and continuously interpret the Expo’s overarching theme and approved subthemes across all content and visitor experiences, ensuring thematic coherence and alignment with the Expo’s evolving strategic direction.
• Operate content governance, including editorial guardrails, sensitive topics, and cultural alignment, to reduce reputational risk while preserving authentic expression.
• Coordinate with Legal/IP on rights, clearances, and fair-use parameters to prevent downstream content conflicts and takedowns.
• Review pavilion and program concepts through curated clinics with the Expertise Team, enabling early adjustments rather than late redesigns.
• Align School & Learning Programs content with the theme architecture to ensure age-appropriate narratives and measurable learning outcomes.
• Provide narrative guidance and asset packs to Marketing/Studios and Partnerships, enabling consistent creative content while honoring partner entitlements.

• Run cross-functional approval gates with Design, Delivery, Marketing & Communications, and Digital & Technology to ensure pavilions and programs meet thematic and visitor-experience standards before commitment.
• Approve or waive exceptions through a documented variance process, balancing creativity with safety, operational feasibility, and brand protection, in line with ERC delegation of authority.
• Lead forums on thematic and visitor-experience decisions to accelerate cross-functional alignment and resolve conflicting visitor-experience requirements.

• Run cross-functional approval gates with Design, Delivery, and Marketing & Communications to ensure pavilions and programs meet thematic and visitor-experience standards before commitment.
• Approve or waive exceptions through a documented variance process, balancing creativity with safety, operational feasibility, and brand protection, within delegated authority.
• Lead executive forums on thematic and visitor-experience decisions to accelerate cross-functional alignment and resolve conflicting visitor-experience requirements.

• Bachelor’s degree in Tourism and Hospitality, Event Management, Interior Design, Media and Communication, Archaeology and Museums, Business Administration, Experience Design, or a related field.
• Master’s degree in a relevant field is preferred.

6+ years of relevant experience, with demonstrated leadership capabilities, sound decision-making skills, and a proven ability to manage teams, drive operational performance, and deliver organizational objectives.

• Thematic development, exhibition curation, and narrative storytelling.
• Visitor journey mapping and experience design.
• Content strategy, governance, and editorial standards.
• Accessibility and inclusive experience design.
• Digital, interactive, and immersive visitor experiences.
• Visitor insights, analytics, and experience performance measurement.
• Strategic stakeholder engagement and cross-functional governance.
• Strategic leadership and multidisciplinary team development.
• Fluency in Arabic and English is preferred.