Customer Experience Specialist

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

Job summary

A leading airline alliance in Singapore is seeking a Customer Experience Specialist to manage products and projects within the Customer Experience unit. This role requires over 5 years of experience in the aviation or travel industry, strong analytical skills, and the ability to communicate effectively with diverse stakeholders. The ideal candidate will work on product management for various travel-related services, ensuring high-quality deliverables and stakeholder engagement. This full-time position offers global travel benefits and comprehensive medical coverage.

Benefits

Global travel benefits

Comprehensive medical and dental coverage

Qualifications

• 5+ years of experience in aviation, travel, consultancy or a related industry.
• 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.
• Strong analytical and presentation skills in various tools.
• Experience in meeting facilitation and mediation with diverse stakeholders.
• Able to communicate effectively and achieve consensus.
• Skilled in business case development and product management.
• Fluency in English required with effective communication skills.
• Willingness to travel internationally regularly.

Responsibilities

• Manage products and projects based on ongoing business needs.
• Develop business cases, budgets, and product roadmaps.
• Monitor key metrics for product success and improve features.
• Lead development and implementation of projects.
• Collaborate with internal teams and external vendors.
• Build meaningful relationships with internal teams and partners.

Skills

Budgets

Microsoft Office

Customer Support

Customer Engagement

Written Communication

Mediation

PowerPoint

Adaptable

Compliance

Customer Satisfaction

Customer Service

Facilitation

Business Requirements

Education

Bachelor’s degree

Tools

Jira

Miro

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 high value 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 the global activities of the alliance, including managing joint projects on behalf of its 25 member airlines. Based in Singapore, the Customer Experience Specialist reports 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 Experience unit which may include airport, transfer, lounges, booking and /or loyalty products and services.
• Develop business cases, budgets, and product roadmaps aligned with organisational goals.
• Monitor key metrics for product success.
• Define and continuously improve product features.
• Design, development and implementation of interline travel‑related products.
• Define business requirements and use cases in close liaison with Star Alliance Member carrier experts.
• Lead development and implementation of projects, ensuring technical feasibility by coordinating efforts with 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 product backlog.
• Oversee technical implementation in collaboration with IT stakeholders.
• Quality Assurance.
• Create high‑quality documentation and reporting standards at all times, with immaculate attention to detail.

Key Performance Indicators

• Achieve business plan objectives and 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 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.
• Strong analytical and presentation skills (PowerPoint, Word, Miro, Jira).
• Experience in meeting facilitation and mediation with international and diverse stakeholders.
• Able to communicate with impact, achieve consensus and outcomes.
• Skilled in business case development and product management.
• Bachelor’s degree preferred.
• Fluency in English and ability to communicate with impact written and verbally.
• Willingness to travel internationally regularly.

What We Offer

• Full‑time role based in Singapore.
• Global travel benefits.
• Comprehensive medical and dental coverage.

Tell employers what skills you have

• Budgets
• Microsoft Office
• Customer Support
• Customer Engagement
• Written Communication
• Mediation
• PowerPoint
• Adaptable
• Compliance
• Customer Satisfaction
• Customer Service
• Facilitation
• Business Requirements