Customer Experience - Senior Service Designer

Singapore Airlines; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singapore Airlines is seeking a design-focused professional to join the Customer & Design team in our Customer Experience Division. You will design initiatives to elevate CEx and reinforce customer-centric culture across touchpoints.

You will lead CEx design projects, visualize ideas with personas and journey maps, facilitate co-creation workshops, and contribute to CEx communications and training materials. A Bachelor's degree is required.

Qualifications

• Bachelor's degree in any discipline is required.
• Familiar with design and production software (Artwork creation, resizing, scaling).
• Experience or ability to develop CEx concepts using design thinking and data insights.

Responsibilities

• Lead and manage CEx design projects with timely execution and measurable outcomes.
• Develop CEx improvement concepts across customer journey touchpoints.
• Visualize design ideas using personas, journey maps, and infographics.
• Plan and facilitate co-creation workshops with stakeholders and synthesize outputs into to-be journeys.
• Oversee daily project activities, teams, priorities and resources.
• Oversee design and production of CEx collaterals for training and events.

Skills

Design thinking

Customer-centric mindset

Stakeholder engagement

Workshop facilitation

Communication skills

Creative problem solving

Education

Bachelor's degree

Tools

Miro

Figma

Adobe Illustrator

Adobe Photoshop

InDesign

Premiere Pro

Job description

The successful incumbent will be part of the Customer & Design team in our Customer Experience Division. He/she will design initiatives to elevate SIA’s customer experience (CEx) and reinforce SIA’s customer centric culture.

Key responsibilities

• Lead / manage projects related to CEx design, ensuring timely execution and measurable outcomes. These can include:
  • Ideating and developing CEx improvement concepts across different touch points along the customer journey, where design will be backed by customer data insights
  • Visualizing and communicating design ideas using design thinking tools such as personas, customer journey maps, frameworks and/or infographics
  • Planning and facilitating co-creation workshops with stakeholders, using data insights, design thinking activities, and thereafter synthesizing outputs and create ‘to be’ customer journeys and solutions for delivery
  • Overseeing projects on a day-to-day basis, managing teams, priorities and resources
  • Overseeing design and production of CEx collaterals, for training, engagement, events, and other occasions as required.
• Champion a customer-centric culture, in line with SIA’s core values and brand pillars, via the culture framework of knowledge, practice and recognition. These can entail:
  • Staying informed about key developments, issues and emerging trends that may affect CEx, to identify opportunities for learning and innovation.
  • Promoting the visibility of developments, trends and staff activities in the CEx space through internal channels
  • Communicating SIA’s CEx offerings and achievements externally e.g. Annual and Sustainability Reports, SIA social media channels, SilverKris Magazine
  • Working with stakeholders to embed customer-centric practices into daily operations.
  • Organising and hosting knowledge sharing events such as webinars for SIA staff as CEx practitioners, as well as to external organisations
  • Recognising CEx best practices through administering CEx-related awards
  • Develop and manage internal CEx resources such as, best practice guides, certified training programs, to empower learning and knowledge transfer
• Secretariat for CEx experience steering committees chaired by senior management
• Development of Associate(s) and other duties as assigned

Requirements

• Bachelor's degree in any discipline.
• Candidates familiar with design and production work and related software will be favourably considered:
  • Artwork creation, resizing and scaling
  • Photography, video production and editing
  • Miro， Figma， Adobe Suite e.g. Illustrator, Photoshop, InDesign, Premier Pro
  • Genuine belief in exceeding customer expectations, with a strong desire to create positive and memorable experiences that embody SIA's brand values
  • 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

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