Director, Customer Experience (Loyalty)

Star Alliance; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Variable compensation

Medical and dental benefits

Job summary

Star Alliance in Singapore seeks a Director, Customer Experience (Loyalty) to lead alliance-wide loyalty strategies across member airlines’ programmes. The role focuses on product innovation, digital transformation, and cross-functional engagement to deliver end-to-end loyalty journeys in multi-airline contexts.

The candidate will build consensus among global teams, manage complex projects, and balance strategic vision with operational execution, reporting to the VP, Customer Experience.

Qualifications

• 10+ years in loyalty or related sectors (airline loyalty preferred).
• Strong analytical and presentation skills; experience with PowerPoint, Word, Jira.

Responsibilities

• Define and lead loyalty products and services strategy across Star Alliance member airlines.
• Drive innovation by integrating digital tools and customer-centric solutions.
• Ensure alignment with customer experience objectives and business plans.
• Oversee delivery timelines and resource allocation for multiple product streams.
• Lead and mentor a diverse product team; foster collaboration and excellence.

Education

Bachelor's degree, advanced degree or certifications preferred

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 26 Members.

Based in the head office in Singapore, the Director, Customer Experience (Loyalty) is a critical leadership position that reports to the VP, Customer Experience. This role leads alliance-wide loyalty strategies across member airlines’ Loyalty Programmes, Accrual, Redemption, Status Recognition and Loyalty Fraud. It combines product innovation, digital transformation, and cross-functional stakeholder engagement.

This strategic and results-driven leader plays a pivotal role in shaping the end-to-end journey on the loyalty space between the 26 member airlines, when passenger travels in a multi-airline journey. The candidate should have experience building consensus among diverse global teams, as well as managing multiple complex projects and product streams simultaneously, balancing strategic vision with operational execution.

Job Summary

Strategic Leadership

• Define and lead the strategy, delivery, and day-to-day operation of Loyalty products and services of Star Alliance.
• Drive innovation through the integration of digital tools and customer-centric solutions, with the focus on continuous improvement.
• Ensure alignment with organisational goals, customer experience objectives, member airline priorities, and business plan commitments.
• Ensure successful delivery of timelines and milestones for each product/project.
• Allocate resources effectively as business, customer, and member airlines needs evolve.
• Lead and mentor a diverse team of product experts.
• Foster a culture of innovation, teamwork, collaboration, and continuous improvement.

Results-Oriented Execution

• Ensure adherence to established standards by all member airlines.
• Achieve yearly business plan objectives set by member airlines for each product or service.
• Identify risks and challenges proactively and implement effective mitigation strategies and creative solutions to meet performance expectations.

Data & Customer Information

• Leverage data insights to enhance user experiences and support informed decision-making.
• Collaborate closely with Digital Technology, Membership and Business Analytics team to align products with business needs.

Planning Oversight

• Oversee business case development to support Loyalty initiatives.
• Evaluate feasibility studies and oversee the rollout of new initiatives.

Quality Assurance

• Ensure all products and projects meet functionality requirements and customer and member airline expectations.
• Maintain high-quality internal and external documentation, reporting and delivery standards.
• Practice and advocate for a culture of excellence in delivery and work ethics, with strong attention to detail and quality control.

Stakeholder Engagement

• Build meaningful and strong relationships, able to influence internal teams, member airlines, and external partners.
• Represent Star Alliance in external events and senior-level engagements with member airlines.
• Facilitate internal and external meetings and governance forums, leveraging strategic approaches and facilitation techniques to drive alignment and achieve consensus.

Key Performance Indicators

• Business Plan objectives and compliance metrics achieved.
• Frequency and quality of engagement with member airlines.
• On time delivery of product milestones and projects.
• Effectiveness and impact of meetings organised for member airlines, focusing on clarity, engagement, relevance, and actionable outcomes.
• Allocation of resources for an optimal efficiency.
• Internal and external stakeholders’ satisfaction score.

Your Profile

• 10+ years of experience in loyalty: airline loyalty (preferred), travel, banking or consulting, including 3+ years of managing teams in an international corporate environment.
• Strong understanding of the commercial structures and economics of airline loyalty programmes.
• Proactive, adaptable, and quick to grasp complex subject matters and evolving ways of working.
• Demonstrated success in being a change champion.
• Timely decision-making ability and demonstrating sound judgement.
• Strong analytical and presentation skills (PowerPoint, Word, Miro, Jira).
• Experience in projects involving IT solutions and external vendors, with a good understanding of project lifecycles, vendor delivery processes, and the roles of Product and Project Leads.
• Strong experience in communicating with impact, meeting facilitation and mediation.
• Strong stakeholder engagement skills, including previous exposure to senior management.
• Skilled in budgeting and business case development.
• Bachelor’s degree and advanced degree or certifications preferred.
• Fluency in English is essential, as it is the working language for communication with Star Alliance Member Airlines and external stakeholders.
• Willingness and ability to travel internationally.

What We Offer

• Full-time position based in our Singapore office
• Competitive salary including variable compensation
• Comprehensive medical and dental benefits