Senior Manager - Service Design

Overview

Riyadh Air, headquartered in Riyadh, Saudi Arabia, is the national airline dedicated to revolutionizing air travel and establishing Saudi Arabia as a leading global aviation and trade hub. The airline aims to connect the kingdom to over 100 destinations through digital-native innovations.

Role Purpose

As a Senior Manager in Service Design, you will be pivotal in crafting a premium and cohesive guest experience throughout the entire journey by integrating digital, physical, operational, and human elements. This position transforms guest insights, brand objectives, and business strategies into scalable service solutions, established standards, and clear implementation pathways.

Key Responsibilities

• Define and lead the service design vision, methodology, and governance to ensure uniform experience delivery throughout all touchpoints.
• Collaborate with departments including Guest Experience, Operations, Digital, Product, Brand, Training, and suppliers to align concepts from ideation to launch.
• Manage comprehensive discovery and design initiatives employing guest and staff feedback, operational data, research, co-creation sessions, prototyping, and testing techniques.
• Create detailed journey maps, service blueprints, and future-state models that address pain points and elevate the customer experience.
• Oversee multidisciplinary service design programs addressing feasibility, business cases, pilot projects, operational readiness, implementation, and post-launch evaluations.
• Supervise budgets, prioritize projects, and balance guest desirability with operational efficiency and commercial viability.
• Develop and lead a high-performance Service Design team to embed human-centered design principles and promote innovation.
• Provide executive reporting on performance analytics, benchmarking, and emerging technology trends.

Candidate Profile

• Possess a relevant degree with at least 8 years of experience in design, implementation, and continuous enhancement of inflight and broader guest experiences within the airline industry.
• Hold recognized certifications or advanced practitioner training in Service Design, Human-Centered Design, Design Thinking, User Experience research, or Customer Experience.
• Experienced in journey mapping, service blueprinting, guest insights, user experience design methods, market/customer analysis, performance metrics, and cross-functional leadership.
• Demonstrate strategic thinking skills, sound judgment, strong communication abilities, and capacity to manage complex environments.

Additional Information

This position is an exceptional opportunity to influence the future of premium air travel at Riyadh Air by shaping service standards and experiences across all customer touchpoints.