Senior Associate/ Assistant Manager, Airport
2 weeks ago
We are looking for a motivated individual with a strong passion to spearhead digital transformation initiatives for the Customer Experience (CX) team at Changi Airport Group (CAG). Your role requires an inquisitive mindset, dedicated to elevating passenger experience by leading the development of digital products and services.
**Job Responsibility**
- Build the strategy for digital self-service channels (e.g., chatbots and Virtual Assistants) to drive a seamless, unified, and personalised experience for our customers and internal business users.
- Implement the digital CX strategy with emphasis on enhancing self-service, optimizing inbound channels, augmenting contact routing and operational efficacies across various platforms:
- Phone IVRS
- Virtual Agents
- Chat / Social Channels
- Cross-Channel Deflection
- Develop new business cases for opportunities to augment CX self-service experiences aligned with overall strategy
- Research customer pain points, perform industry benchmarking, and devise improvement plans leveraging data and feedback to identify opportunities for improved self-service. Define business requirements, craft user stories, and prioritize initiatives to address identified needs.
- Deep-dive channel specific data and insights to pinpoint product and CX gaps
- Size new opportunities leveraging AI and technologies to reduce customer effort and promote continual self-service adoption
- Manage project progress, adapting to changes as required. This includes managing overall project costs, overseeing related procurement activities including execution of tender evaluation and award processes
- Oversee personal data protection risk assessments and develop risk mitigation plans
- Accountable for metrices relating to self-service e.g., usage, engagement, self-service channel containment, deflection capacity, CSAT etc.
**Job requirements**:
- Degree holder in Business / Data Analytics / Information Technology / Information Systems / Computer Science or related field
- At least 3 years of relevant experience translating into the following skills:
- Established track record in product management, particularly within digital Customer Experience or Contact Centre domains
- Capability in leading projects and cross-functional teams, coupled with experience in overseeing development teams
- Passion about emerging technologies, and staying abreast on latest AI trends
- Experience in working with Customer Experience and/or Operations functions within large organisations
- Familiarity with agile methodologies, and expertise in data privacy and protection laws
- Highly adaptable and resourceful, ability to deal with ambiguity while thriving in a fast-paced and dynamic environment
- Demonstrated experience collaborating with cross-functional teams and technical partners to drive product development, product roadmap, programme success and KPIs
- Proven leadership track record with demonstrated success in partnering stakeholders across the organization, particularly with technology partners in delivering impactful results
- Proven ability to drive strategic partnerships with stakeholders and development teams from initiation to completion for large enterprise-wide initiatives
- Strong written and verbal communication skills, with the ability to articulate technical and business concepts, as and when required
-
Singapore Changi Airport Group Full timeSenior Associate/Assistant Manager, Aircraft Pavement (Research & Development)4 days ago Be among the first 25 applicants At Changi Airport, the efficient management of aircraft pavement is crucial to our seamless airport operations. We are seeking a dynamic and motivated individual to join our Research & Development team within the Aircraft Pavement...
-
Senior Associate, UXUI Designer
1 day ago
Singapore Changi Airport Group Full timeCompany description: Changi Airport Group (CAG) is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world's most awarded airports. As airport manager, CAG performs the key functions of airport operations, air hub development, retail and commercial activities, infrastructure development and airport emergency services. CAG...
-
Airport Infrastructure Manager
4 days ago
Singapore Changi Airport Group Full timeCompany Overview">As a major player in the aviation industry, Changi Airport Group prioritizes the efficient management of aircraft pavement to ensure seamless airport operations. Our Research & Development team develops innovative solutions to improve aircraft pavement maintenance, asset management, and work processes.">Job Description">In this role, you...
-
Senior Associate
4 days ago
Singapore Changi Airport Group Full timeThe **Airside Development team** oversees the development and operationalisation of new airside infrastructure projects particularly for T5 (apron, baggage, taxiways), and plan for future concept of operations by working closely with internal and external stakeholders, to ensure a safe and efficient airside and baggage operations in Changi Airport. To do so,...
-
Assistant Manager
23 hours ago
Singapore Changi Airport Group Full timeThe Environment and Sustainability (E&S) team drives CAG’s strategy and initiatives to build a sustainable Changi Airport. These include carbon emissions reduction, energy transition, circular economy, water conservation, climate resilience and compliance with environmental regulations. As a member of the E&S team, you will be responsible for: -...
-
Senior Associate/ Assistant Manager, Landside
2 weeks ago
Singapore Changi Airport Group Full timeWe are looking for motivated individuals to help enhance the competitiveness of Changi Airport’s retail and service businesses. You will play an important role in supporting retail leasing, retail planning, management of leased spaces, tenant relationship and operations management, service performance analysis, operations policy formulations as well as...
-
Singapore Changi Airport Group Full timeThe Baggage Transformation** **team oversees the implementation of the Baggage Transformation Programme, drives key strategic initiatives, and oversees ongoing digitalisation and organisation projects that will shape the future of Changi Airport’s Baggage Operations, by working closely with internal and external airport stakeholders involved intimately in...
-
Singapore Changi Airport Group Full timeWe are seeking a dynamic and experienced individual to join our team as an Airport Operations Manager focused on enhancing the departure experience for passengers. In this role, you will be responsible for overseeing and optimising all aspects of the departure process, ensuring a seamless and efficient journey for travelers. If you have a strong background...
-
Pharmacy Assistant
2 weeks ago
Singapore AIRPORT PHARMACY PTE. LTD. Full timeIn preparation for the re-opening of our outlet at Changi Airport Terminal 4, we are looking for enthusiastic and motivated Pharmacy Assistants to join our team and work in a unique environment specialing in Travel Retail Pharmacy. We have both day and night shift positions available for suitable applicants. **As a Pharmacy Assistant at Airport Pharmacy,...
-
Singapore Changi Airport Group Full timeWe are hiring! Changi Airport is looking for a well-rounded product development senior associate to drive growth for Changi Rewards, the travel and retail loyalty program of Changi Airport. As part of the Rewards Product Development team, you will play a pivotal role in developing digital products for our members. If you are excited about developing a...
-
Senior Associate
2 weeks ago
Singapore Changi Airport Group Full timeThe Landside Concessions Division is responsible for the planning and development of the shopping and dining offerings at the public areas of Changi Airport’s Terminals 1 to 4. The Division is also responsible for anchoring Changi Airport’s positioning as a destination for families through its wide range of retail and dining offerings as well as...
-
Singapore Changi Airport Group (Singapore) Pte. Ltd. Full timeCompany description: Changi Airport Group (CAG) is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world's most awarded airports. As airport manager, CAG performs the key functions of airport operations, air hub development, retail and commercial activities, infrastructure development and airport emergency services. CAG...
-
Singapore Changi Airport Group Full timeThe Airport Operations Strategy & Transformation (AOST) team is the innovation pillar under Airport Management cluster to drive transformation for airport operations. We are seeking self-driven members to join our team. As part of an entrepreneurial team within an ops division, you would be given the autonomy to envision, define and deliver impactful...
-
Senior Associate, Engineering
4 days ago
Singapore Changi Airport Group Full time**Senior Associate, Engineering (External Systems)** As part of the engineering external systems team, you will be responsible for the seamless operation of our facilities at Changi Airport. We are committed to excellence in facilities management, fostering innovation, and enhancing efficiency. In addition to coordination with contractors, you are required...
-
Assistant Manager
6 days ago
Singapore Changi Airport Group Full timeWe are looking for motivated individuals who will play an important role within Customer Insights team to lead the efforts in reviewing and implementing a new set of operations efficiency measurements and to provide insights on our passengers. This will enable CAG and its partners to continuously improve operations and deliver best in class experience to our...
-
Singapore Changi Airport Group Full timeThe T5 Planning innovation team drives game changing automation and sustainability projects to improve manpower productivity and to reduce the carbon footprint of Changi Airport's future Terminal 5. As part of the team, you will have first-hand involvement in delivering meaningful transformation within the aviation industry, with a focus on planning,...
-
Customer Service Officer
2 weeks ago
Singapore Airport Services Full time**Customer Service Officer (Changi Airport)** - 6 days work week, rotating shift - Basic $2,500 - $2,800 + Shift allowance Avg $300-$400 + Overtime Pay **Benefits** - Eligible for AWS and Performance Bonus (average 2-3 months) - Joining Bonus of $5k! **Job Requirements** - Diploma holder - No experience needed as training is provided Oversee and lead a...
-
Manager, Airport Passenger Mover System
2 weeks ago
Singapore Changi Airport Group Full timeYou will be required to work as part of a Airport Passenger Movement (APM) Development Project and Operations and Maintenance Team responsible for the replacement of existing signalling & communication systems and additional Skytrain car to its ultimate design capacity, as well as the day-to-day operations and maintenance of the existing APM system. You will...
-
Airport Infrastructure Project Manager
4 days ago
Singapore Changi Airport Group (Singapore) Pte. Ltd. Full timeThe effective management of airport infrastructure is critical to Changi Airport's success. As a project manager, you will play a key role in advancing our pavement systems through various research and development initiatives.Your responsibilities will include coordinating with internal and external stakeholders, contractors, and suppliers to ensure project...
-
Airport Pavement Innovation Lead
7 days ago
Singapore Changi Airport Group (Singapore) Pte. Ltd. Full timeChangi Airport Group (Singapore) Pte. Ltd. is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world's most awarded airports.The company performs key functions such as airport operations, air hub development, retail and commercial activities, infrastructure development, and airport emergency services. It also manages Seletar...