Summary
Riyadh Air is recruiting a Senior Manager, Service Design to shape the end-to-end guest experience across digital, physical, operational, and human touchpoints. The role leads service design strategy and programs, including research, journey maps, service blueprints, prototyping, pilots, launch, and post-implementation reviews. It also manages budgets, builds team capability, and works with teams and suppliers across the airline. Applicants should hold a degree, have at least 8 years of experience designing and improving airline guest experience propositions, and have recognized service design or related advanced training.
The posting
As published on riyadhair.com. Pulled from the employer's site and shown as they wrote it.
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.
About the Role
Are you ready to lead service design that transforms every stage of the guest journey into a distinctive premium experience? This role is central to shaping the end-to-end service experience across digital, physical, operational, and human touchpoints. It turns guest insight, brand ambition, and business priorities into scalable service concepts, standards, and implementation roadmaps. A core part of the role is defining the service design vision, methodology, and governance that guide consistent delivery across the journey. Working across Guest Experience, Operations, Digital, Product, Brand, Training, and supplier partners, the position drives alignment from concept through launch. You will lead structured discovery and design processes using guest and staff feedback, operational data, research, co-creation, prototyping, and testing. This includes creating journey maps, service blueprints, and future-state models that remove pain points and elevate the experience. With responsibility for multidisciplinary service design programs, this position oversees feasibility, business cases, pilots, operational readiness, launch, and post-implementation review. It also manages budgets, prioritizes initiatives, and ensures service concepts balance guest desirability with operational and commercial performance. In addition, the role builds the Service Design capability by leading a high-performing team, embedding human-centered design practices, and providing executive reporting informed by performance measures, benchmarking, and emerging technology trends. This is a rare opportunity to define the service vision of a world-class airline and shape how premium travel is experienced at every touchpoint.
About You
Degree qualified, you will demonstrate at least 8 years of experience designing, implementing, and continuously enhancing end-to-end inflight and broader guest experience propositions within an airline environment. You are expected to possess recognized certification or advanced practitioner training in Service Design, Human-Centered Design, Design Thinking, User Experience research, or Customer Experience. You will bring strong expertise in journey mapping, service blueprinting, guest insight, user experience design techniques, market and customer analysis, performance measurement, and cross-functional leadership, supported by strategic thinking, sound judgment, persuasive communication, and the ability to manage complexity. 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.