Senior Associate/ Assistant Manager, Airport
7 days 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
-
Senior Associate
2 weeks ago
Singapore Changi Airport Group Full timeJoin to apply for the Senior Associate / Assistant Manager, Airport Operations Services, Customer Experience role at Changi Airport Group . We are looking for a motivated and results-oriented individual with a strong background in service operations management, passionate about delivering exceptional service through a customer-centric approach to service...
-
Singapore Changi Airport Group Full timeSenior Associate, Airport Operations Development (Strategic Sourcing)Join to apply for the Senior Associate, Airport Operations Development (Strategic Sourcing)role at Changi Airport Group Are you a proactive problem-solver with a passion for building strong relationships and driving results? We are seeking passionate individuals to join the Strategic...
-
Singapore Changi Airport Group Full timeDescription Senior Associate, Airport Operations Development (Strategic Sourcing) Join to apply for the Senior Associate, Airport Operations Development (Strategic Sourcing) role at Changi Airport Group Are you a proactive problem-solver with a passion for building strong relationships and driving results? We are seeking passionate individuals to join the...
-
Singapore Changi Airport Group Full timeDescription Senior Associate, Airport Operations Development (Strategic Sourcing)Join to apply for the Senior Associate, Airport Operations Development (Strategic Sourcing)role at Changi Airport Group Are you a proactive problem-solver with a passion for building strong relationships and driving results? We are seeking passionate individuals to join the...
-
Senior Associate, Facilities Management
7 days ago
Singapore Changi Airport Group Full timeSenior Associate, Facilities Management (Sustainability)You will be part of the Facilities Management team that seeks to build a sustainable world class airport. You will implement waste reduction and recycling initiatives through the enhancement of amenities and infrastructure. You will perform periodic waste audit and work with internal stakeholders,...
-
Senior Associate, Facilities Management
7 days ago
Singapore Changi Airport Group Full timeSenior Associate, Facilities Management (Sustainability)You will be part of the Facilities Management operations team that maintains Changi Airport. Your areas of responsibilities include: Ensuring assigned maintenance activities are carried out in a timely manner. Managing internal and external stakeholders like tenants, contractors and colleagues. Managing...
-
Singapore Changi Airport Group Full timeJoin to apply for the Senior Associate/ Assistant Manager, Site Management/ Operations role at Changi Airport Group As part of the Changi East Safety Division, you will join the team responsible to ensure that site management and maintenance activities are carried out accordingly by the respective vendors/contractors at the Changi East site, including Changi...
-
Singapore Changi Airport Group Full timeJoin to apply for the Assistant Manager/Manager, Airport Operations Development (3-Year Contract)role at Changi Airport Group Join the Forefront of Aviation: Shape the Future of Passenger Experience at Changi Airport We are seeking passionate and driven individuals to join the Airport Operations Development division within the Airport Management cluster....
-
Singapore Changi Airport Group Full timeAssistant Manager, Operations Digitalisation, Airport Operations Strategy & Transformation Changi Airport Group is seeking a highly motivated individual to join the Airport Operations Strategy & Transformation team. This role offers the unique opportunity to shape the digital transformation roadmap for airport operations, and to lead the development and...
-
Deputy Manager
3 days ago
Singapore Changi Airport Group Full timeDeputy Manager (Airport Development and Planning)Apply for the Deputy Manager (Airport Development and Planning)role at Civil Aviation Authority of Singapore . What The Role Is The Civil Aviation Authority of Singapore's raison d'etre is to develop the air hub and aviation industry in Singapore, expanding Singapore's links to the rest of the world. We enable...
