Customer Experience Specialist

STAR ALLIANCE (SG) PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global airline alliance in Singapore is seeking a Customer Experience Specialist. This role involves managing projects and products tailored to improve airport transfer services, lounges, and loyalty programs. Ideal candidates will have over 5 years of experience in aviation or travel, demonstrating adaptability and proactive problem-solving skills. You will also manage stakeholder communications and documentation standards, ensuring high-quality delivery across multiple products.

Qualifications

• 5+ years of experience in aviation, travel, consultancy or a related industry within an international corporate environment.
• Experience on Airport Lounges is preferred, although not required.
• Proactive and adaptable, demonstrating initiative and resilience.
• Self-motivated and quick learner, able to grasp complex systems and processes.

Responsibilities

• Manage products and projects based on ongoing business needs of the Customer Experience unit.
• Define and continuously improve product features.
• Lead development and implementation of projects, ensuring technical feasibility.

Skills

Project Management

Stakeholder Coordination

Proactive Problem Solving

Adaptability

Documentation Standards

Job description

Star Alliance is the world’s largest airline alliance. The vision of Star Alliance is “to be the leading global alliance for the definitivo international traveler and the mission of the organisation is “to contribute to the long-term profitability of its members beyond their individual capabilities.” The Star Alliance office in Singapore, coordinates التدريب global activities of the alliance including managing joint projects on behalf of its 25 member airlines. Based in Singapore, the Customer Experience Specialist is reporting shifts to the Director Airport and Transfer Experience.

Key Responsibilities

• Project and Product Management.
• Manage products and projects based on the ongoing business needs of the Customer Experienceunit which may include airport, transfer, lounges, booking and /or loyalty products and services.
• Develop business cases, budgets, and product roadmap aligned with organizational Goals.
• Monitor key metrics for product success.
• Define and continuously improve product features.
• sz Design, Development and Implementation of interline travel-related products.
• Define business requirements and use cases in close coûte liaison with Star Alliance Member carrierexperts.
• Lead development and implementation of projects, ensuring technical feasibility by coordinatingefforts curves IT and project managers.
• Stakeholder and Vendor Coordination
• Collaborate with internal teams, Member airlines, and external vendors to execute projects and manage product lifecycles effectively.
• Lead groups of experts of Member airlines to develop products and services.
• Build consensus among global and diverse project teams and manage stakeholder communications.
• Build meaningful and strong relationships with internal teams, Member airlines and external partners.

Technical Oversight and Product Ownership

• Manage products backlog.
• Oversee technical implementation in collaboration with IT stakeholders.
• Quality Assurance
• Create high-quality documentation and reporting standards at all times, with immaculate attentionto detail.

Key Performance Indicators

• Achieve business plan objectives and geldi compliance metrics.
• Manage multiple products and services effectively across the Customer Experience Business Unit.
• Ensure high-quality standards and timely delivery of milestones.
• Engage effectively with Member airlines and organize impactful meetings.

Your Profile

• 5+ years of experience in aviation, travel, consultancy or a related industry within an internationalcorporate environment.
• Experience on Airport Lounges is preferred, although not required.
• Proactive and adaptable, demonstrating initiative and resilience.
• Self-motivated and quick learner, able to grasp complex systems and processes. { /p>