Executive / Senior Executive Customer Experience

2 weeks ago

Singapore Singapore Airlines Full time

Responsibilities include:

- Drive and deliver SIA’s customer experience strategy across the customer journey touchpoints, leveraging the customer experience management system
- Work with SIA Head Office business units, overseas stations, as well as IT vendor(s) to develop initiatives to harness the customer experience management system for servicing, efficiency improvement and regulatory compliance
- Plan, prioritise and manage the workstreams for these initiatives, using the Agile Scrum Methodology
- Monitor and ensure project milestones are delivered in a timely manner, and issues escalated for resolution
- Engage users and champion the use of the customer experience management system to ensure its relevance and effectiveness, addressing user gaps and harnessing opportunities.
- Administer the customer experience management system as the Product Owner, including User Acceptance Testing, system access rights
- Develop and track the measures for customer experience management system’s initiatives and outcomes to Senior Management, towards achieving SIA’s customer experience goals
- Other cross-departmental/divisional duties as assigned.

**Key Responsibilities**:

- Good bachelor degree in any discipline
- Customer-centric mindset and strong project management skills
- Able to build and maintain strong working relationship with stakeholders
- Able to work independently, whilst possessing strong ability to work in a team.

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