Customer Experience Transformation Lead

Changi Airports International Pte Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Changi Airports International Pte Ltd is seeking a dynamic professional to lead digital transformation and product initiatives within the Customer Experience stream at Changi Airport. You will drive service innovations, manage cross-functional projects and engage stakeholders to deliver measurable improvements in passenger journeys.

The role requires a degree in a relevant field and 3–5 years of experience in digital transformation, product management, or operations excellence, with strong

Qualifications

• Degree in Business, Engineering, Information Systems, Computer Science, Operations Management or a related discipline.
• At least 3–5 years of relevant experience in digital transformation, product management, service innovation, operations excellence, consulting, project management or customer experience.
• Demonstrated ability to manage projects and drive initiatives involving multiple stakeholders.
• Strong analytical, problem-solving and critical thinking skills, with the ability to translate insights into practical solutions.
• Excellent communication and stakeholder management skills, with the ability to engage both technical and non-technical audiences.

Responsibilities

• Drive customer experience transformation initiatives through the design, development and implementation of innovative products, services and operating models that enhance passenger and stakeholder experiences across the airport ecosystem.
• Identify customer and business needs through research, data analysis and stakeholder engagement, and translate these into meaningful solutions that improve service quality, operational effectiveness and user satisfaction.
• Lead and manage projects from concept to implementation, including business case development, requirements gathering, budgeting, procurement and tender management, testing, deployment and continuous improvement.
• Collaborate with internal stakeholders, external partners and technology providers to deliver impactful and scalable solutions that support Changi Airport's customer experience and service excellence objectives.
• Monitor solution performance and operational outcomes, leveraging insights and feedback to drive enhancements, innovation and service improvements.
• Develop and implement governance frameworks, operational policies, investigations and improvement initiatives to strengthen service delivery, operational resilience and the effective deployment of solutions and services.

Skills

Data analysis

Stakeholder management

Project management

Problem solving

Communication

Adaptability

Technology passion

Education

Degree in Business, Engineering, Information Systems, Computer Science, Operations Management

Job description

Changi Airports International Pte Ltd is seeking a dynamic professional to lead digital transformation and product initiatives within the Customer Experience stream at Changi Airport. You will drive service innovations, manage cross-functional projects and engage stakeholders to deliver measurable improvements in passenger journeys.

The role requires a degree in a relevant field and 3–5 years of experience in digital transformation, product management, or operations excellence, with strong