Manager - Guest Experience

About the Company

King Salman International Airport is a landmark airport development that is being built to shape the next era of aviation and support Saudi Arabia’s Vision 2030. The project is focused on becoming a major international hub by offering exceptional passenger journeys, highly efficient operations, and services driven by innovation.

About the Role

We are looking for a seasoned Manager – Guest Experience to drive improvements across the full airport guest journey. In this role, you will uncover opportunities to strengthen guest engagement, raise satisfaction levels, and improve service delivery through customer insights, journey mapping, digital tools, and forward-looking experience design.

Responsibilities

• Study guest profiles, behavior patterns, and preferences to find ways to elevate the overall experience.
• Review existing guest experience practices and pinpoint areas that need refinement or innovation.
• Map the complete guest journey and enhance it across every airport touchpoint.
• Identify friction points and opportunities to make travel more convenient, efficient, and satisfying.
• Plan and roll out initiatives that improve guest engagement and the overall airport experience.
• Build and oversee pilot programs to evaluate new ideas, services, and experience solutions.
• Track pilot outcomes and collect feedback to refine results and support broader implementation.
• Work closely with cross-functional teams to improve service delivery and operational performance.
• Use qualitative and quantitative methods to evaluate guest satisfaction and uncover practical insights.
• Prepare recommendations and improvement plans based on guest feedback, data, and industry benchmarks.
• Deliver training and awareness sessions to support adoption of new guest experience initiatives.
• Keep up with industry developments, changing guest expectations, and emerging technologies to promote innovation and service excellence.

Requirements

• A bachelor’s degree or higher in Business Administration, Hospitality Management, Customer Experience, Marketing, Digital Experience, Service Design, or a related discipline.
• 6 to 10 years of relevant experience in Guest Experience, Customer Experience (CX), Service Design, Digital Experience, Hospitality, or similar areas.
• Prior experience leading customer-focused initiatives and cross-functional projects in large organizations is strongly preferred.
• Strong written and spoken English communication skills.

Skills

• Customer experience strategy
• Guest journey mapping
• Service design
• Digital experience improvement
• Customer insights and analytics
• Stakeholder coordination
• Design thinking
• Project management
• Continuous improvement
• Training and facilitation

Location

Riyadh, Saudi Arabia (on-site)

Company Vision

The role supports an ambitious airport project aimed at redefining passenger service standards and building a globally recognized travel experience through operational excellence and innovation.