GenAI-Driven Customer Experience Lead

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

Job summary

Singapore Airlines Limited is seeking a professional to support the Customer Affairs Department in driving GenAI adoption and digital solutions to enhance customer feedback handling and service recovery.

You will administer and improve the CRM system, coordinate technology initiatives, analyze customer data, and prepare dashboards while collaborating with internal stakeholders and technology teams to ensure secure, reliable solutions aligned with service objectives.

Qualifications

• Degree in Business Administration, Information Systems, Data Analytics, Computer Science, Customer Experience or related discipline.
• Relevant experience in customer experience, process improvement, systems administration, project coordination or data analysis.
• Experience with CRM, case management or customer feedback systems is advantageous.
• Interest in GenAI, automation, data analytics and digital transformation.
• Strong analytical, problem-solving and organisational skills.
• Good communication and stakeholder management skills.
• Detail-oriented, proactive and able to manage multiple priorities.
• High level of integrity and discretion when handling confidential customer information.

Responsibilities

• Drive development and deployment of GenAI solutions for customer feedback handling.
• Test, monitor and improve AI outputs with privacy and human oversight considerations.
• Administer and maintain the CRM system for Customer Affairs, including workflows, data, user access and reports.
• Coordinate system enhancements, issue resolution, user support and documentation.
• Analyze customer feedback and operational data to identify trends and improvements.
• Support process improvements in feedback handling, service recovery and escalation.
• Coordinate departmental projects with internal stakeholders and technology teams.
• Prepare project updates, reports and dashboards.
• Support user training and change management for new solutions adoption.
• Undertake any other projects and duties assigned by the department.

Skills

Analytical thinking

Strong communication

Stakeholder management

Detail-oriented

Proactive

Education

Degree in Business Administration

Degree in Information Systems

Degree in Data Analytics

Degree in Computer Science

Degree in Customer Experience

Tools

CRM system

Case management systems

Data analytics tools

Job description

Singapore Airlines Limited is seeking a professional to support the Customer Affairs Department in driving GenAI adoption and digital solutions to enhance customer feedback handling and service recovery.

You will administer and improve the CRM system, coordinate technology initiatives, analyze customer data, and prepare dashboards while collaborating with internal stakeholders and technology teams to ensure secure, reliable solutions aligned with service objectives.