Manager - Guest Experience

About the Company

King Salman International Airport is one of the world's most ambitious airport development projects, designed to redefine the future of aviation and contribute to Saudi Arabia’s Vision 2030. The airport aims to become a leading global hub by delivering world-class passenger experiences, operational excellence, and innovation-driven services.

About the Role

We are seeking an experienced Manager – Guest Experience to lead initiatives that enhance the end-to-end guest journey across the airport. The successful candidate will be responsible for identifying opportunities to improve guest engagement, satisfaction, and service delivery by leveraging customer insights, journey mapping, digital solutions, and innovative experience strategies.

Responsibilities

• Analyze guest demographics, behavioral trends, and preferences to identify opportunities for enhancing the guest experience.
• Assess current guest experience practices and identify focus areas for improvement and innovation.
• Map and optimize the end-to-end guest journey across all airport touchpoints.
• Identify pain points and opportunities to improve convenience, efficiency, and guest satisfaction.
• Develop and implement initiatives to enhance guest engagement and overall airport experience.
• Design and manage pilot programs to test new concepts, services, and guest experience solutions.
• Monitor pilot results and gather feedback to optimize performance and support successful implementation.
• Collaborate with cross-functional stakeholders to improve service delivery and operational efficiency.
• Conduct qualitative and quantitative analysis to measure guest satisfaction and identify actionable insights.
• Develop recommendations and improvement plans based on guest feedback, data analysis, and industry best practices.
• Deliver training and awareness programs to support the implementation of new guest experience initiatives.
• Continuously monitor industry trends, guest expectations, and emerging technologies to drive innovation and service excellence.

Qualifications

• Bachelor’s degree or higher in Business Administration, Hospitality Management, Customer Experience, Marketing, Digital Experience, Service Design, or a related field.
• 6–10 years of relevant experience in Guest Experience, Customer Experience (CX), Service Design, Digital Experience, Hospitality, or related disciplines.
• Experience leading customer-centric initiatives and cross-functional projects within large organizations is highly preferred.

Required Skills

• Customer Experience (CX)
• Guest Experience Management
• Customer Journey Mapping
• Service Design
• Digital Experience
• Customer Insights & Analytics
• Stakeholder Management
• Design Thinking
• Project Management
• Continuous Improvement
• Excellent command of the English language (written and verbal)

Location

Riyadh, Saudi Arabia (On-site)