Manager, Customer Experience

3 days ago

Singapore STAR ALLIANCE (SG) PTE. LTD. Full time

Star Alliance Singapore is a subsidiary management organisation that coordinates Star Alliance activities and manages joint projects on behalf of the world’s largest airline alliance. The holding company is based in Frankfurt, Germany. Our primary customers are our numerous member airlines from around the globe, but we interact with consumers through a number of products and forums.

This position is in the Customer Experience business unit, which consists of two subunits: Loyalty and Travel Experience. The Travel Experience team develops and applies digital and self-service technologies, as well as improving the customer experience for airport services such as coordinated transfer processes and baggage handling, to offer customers efficient and seamless services in both normal operation and during flight disruptions.

**Job Summary**
- Development & implementation of top products & services across the whole travel chain
- Development of biometric product strategies
- Developing and executing biometric marketing and rollout plans
- Oversee the biometric backlog including new features and enhancements
- Product ownership of other digital products and services
- Coordinate architectural and operational decisions with IT and other stakeholders
- Understand assigned products from a business and technology perspective
- Ensure delivered products provide functionality as designed
- Identify and assess maturity of interested airports and airlines
- Quality control
- Budget responsibility

**Your Profile**
- Graduate in business administration, management or equivalent practical experience
- Minimum 3 years of experience in digital product & services development
- In depth knowledge of airline systems and IT landscape
- Excellent knowledge of airlines and/or airport operations
- Experience in biometric facial recognition system and Digital ID an advantage
- Working experience in the area of airline customer process optimisation as well as digital trends and technology
- Evidence of previous achievement in managing projects including research, collation of data, analysis and presentation of results/findings
- Accustomed to agile development
- Good understanding of financial planning and budget techniques including business case preparation
- Experienced presenter/trainer in larger workshop environments
- Experience in multicultural environments and in multiple stakeholder management and be able to work with a geographically dispersed team of stakeholders
- High level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders

**We Offer**
- Full-time position based in either our Frankfurt or Singapore office
- Competitive salary and variable compensation plan
- Flight benefits
- Unlimited contract

**- preferred location & salary expectation in the local currency (EUR or SGD)
- **- a letter of motivation, explaining your interest in this role.**

**- your CV in English

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