Customer Experience Executive / Senior Executive

Singapore Airlines; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

Singapore Airlines is seeking a dedicated individual for the Customer Experience Culture and Design section. You will be instrumental in reinforcing a customer-centric culture and designing experiences that elevate the airline's service standards. This role requires strong communication skills and a passion for enhancing the customer journey.

Qualifications

• Bachelor's degree required.
• Strong belief in exceeding customer expectations.
• Experience with data analysis is an advantage.

Responsibilities

• Champion a customer-centric culture throughout SIA.
• Lead and manage projects related to customer experience design.
• Develop internal CX resources and manage knowledge sharing.

Skills

Excellent communication

Interpersonal skills

Presentation skills

Creativity

Education

Bachelor's degree in any discipline

Tools

Office 365

Job description

Job Description

The successful candidate will be part of the Customer Experience Culture and Design (CECD) section within the Customer Experience Department (CExD), where he/she will be a key driver in reinforcing SIA’s customer centric culture as well as designing experiences to elevate SIA’s service standards.

Key Responsibilities

• Champion a customer-centric culture throughout SIA, via the key pillars of knowledge, practice and recognition. These can entail:
• Staying informed about the key developments, issues and emerging trends that may affect Customer Experience (CX), to identify opportunities for learning, improvement, and innovation.
• Promoting the visibility of developments, trends and staff activities in the customer experience space through internal customer experience engagement channels
• Communicating SIA’s CX achievements via external channels e.g. Annual Report and strengthen SIA’s branding as a CX leader
• Collaborating with stakeholders to embed customer-centric principles (through the application of SIA’s customer experience design methodology etc.) into daily operations.
• Sourcing, developing and/or delivering certified training programs to boost adoption of CX values and application of CX knowledge and tools across different levels
• Organise and host knowledge sharing opportunities such as webinars for SIA staff as CX professionals
• Develop and manage internal CX resources such as toolkits, case studies, and best practice guides to empower learning and knowledge transfer
• Recognise and encourage CX best practices in SIA through administering CX-related awards
• Lead and manage projects related to customer experience design and culture, ensuring timely execution and measurable results.
• Oversee the design and production of customer experience collaterals, for training, engagement, events, and other occasions as required.
• Development of Associate(s)
• Other admin duties as assigned, such as budgeting, managing inventory of collaterals
  

Requirements

• Bachelor's degree in any discipline.
• Genuine belief in understanding and exceeding customer expectations, with a strong desire to create positive and memorable experiences that embody SIA's brand values.
• Be part of a team involved in designing and delivering a world-class SIA experience and passionately advocate for positive change and continuous improvement of the customer journey within the organization.
• Excellent communication, interpersonal, and presentation skills, with the ability to effectively engage diverse audiences.
• Ability to seek new ways and create possibilities, constantly delivering and improving creative solutions to engage the wider organisation.
• Familiarity with the following software, design and production work: Office 365
• Basic understanding of video production and storyboarding
• Basic understanding of web design principles
• Experience with data analysis will be an advantage.
  
  

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.