Director - Customer AI & Analytics

Overview

The Director of Customer AI & Analytics at Qiddiya will spearhead the overall strategy, governance, architecture, and execution of customer-related data products and AI-based engagement platforms. This leadership role involves establishing a comprehensive customer data foundation that supports advanced personalization, audience insights, loyalty analytics, revenue maximization, and AI-driven customer interaction across Qiddiya's diverse services such as parks, entertainment venues, digital platforms, hospitality, retail, ticketing, mobility, and upcoming city services.

Key Responsibilities

• Develop and implement an enterprise-wide Customer Data & AI strategy aligned with growth, visitor experience, and digital transformation goals.
• Create a roadmap for customer data products, intelligence platforms, AI enablement, and monetization opportunities.
• Unify the customer data vision spanning ticketing, CRM, loyalty programs, mobile apps, digital platforms, attractions, hospitality, retail, mobility, and operational systems.
• Champion enterprise-wide adoption of data-driven, customer-centric decision-making and engagement models.
• Lead the design and evolution of Customer 360 capabilities and master data architecture.
• Define and manage customer data products that provide insights into visitor segmentation, personalized recommendations, lifetime value analysis, revenue analytics, loyalty intelligence, cross-channel journey analysis, real-time audience data, and predictive behavior modeling.
• Collaborate with Data Engineering and Platform teams to maintain scalable, secure customer data pipelines and enable self-service analytics.
• Oversee AI initiatives to enhance customer engagement, personalization, operational insights, and business optimization including conversational AI, sentiment analysis, predictive analytics, and generative AI applications.
• Coordinate with BI, Data Science, MLOps, and Emerging Tech teams to deploy AI solutions and establish governance consistent with responsible AI practices.
• Build and lead a high-performing Customer Data & AI team within the Data Office, mentoring multidisciplinary professionals in analytics, AI, intelligence, and product domains.
• Promote a culture centered on innovation, experimentation, agility, and driving business value.
• Support organizational initiatives to improve data literacy and AI adoption.

Qualifications

• More than 12 years of experience in Data, Analytics, AI, Customer Intelligence, or Digital Transformation.
• Demonstrated leadership in enterprise-scale customer data and AI programs.
• Extensive knowledge of Customer 360, CDP, CRM analytics, personalization, and customer intelligence infrastructure.
• Proven track record managing large, cross-functional initiatives involving business, technology, and data teams.
• Strong expertise in cloud-based data platforms and AI/ML technology ecosystems.
• Industry experience in consumer-focused fields such as Entertainment, Hospitality, Theme Parks, and Retail.
• Experience overseeing strategic vendor partnerships, implementation contractors, and complex enterprise programs.