Job Description

Assistant Manager/Manager, Product Management (Changi Account)

We are looking for a motivated individual with a passion for the aviation industry and a keen interest in the spearheading the digital transformation efforts of Changi Airport Group. You will be driving the development of our account services (Changi Account), with a focus on identity management and authentication. In addition, you will be working with related divisions to improve lifecycle management of user accounts to better enhance personalization and customer value creation.

You should possess a deep knowledge surrounding customer segments and behaviors in the aviation and retail industries within the digital space; drive decision-making across multiple stakeholders towards a user-centric outcome. In doing so, you are expected to leverage design, and technology to inform and direct policy decisions to improve overall user experience when signing up for a new account, logging in and out, as well as for users to manage their account preferences and settings. You will chart the product roadmap to improve identity and access management (IAM) for Changi Account holders.

In addition, you will be driving tech operations for Changi Account as well as the Changi App, which is the central digital node for Changi Account holders.

Responsibilities

Define product strategies and chart out the roadmap for features on Changi Account, CAG\'s customer integrated access management and user acquisition platform

Work with internal stakeholders to understand the customer journeys and from there, ideate, develop, launch and iterate features while balancing user needs and business requirements. This would also include working with stakeholders who have developed a new product or service that requires onboarding to Changi Account

Frame and prioritise problem statements to maximise value delivery

Formulate high-level solutioning with the UI/UX designers and tech developers for stakeholder buy-in

Collaborate with System Owners to develop the optimal architecture and means of integrating the customer access management system with CAG\'s customer-facing digital channels

Work with System Owners to overcome technical challenges of implementing Changi Account IAM services on new platforms or products

Coordinate and run product councils involving representatives from various downstream systems that integrate to the customer access management system

Develop key metrics to measure the success of the features and determine next steps and work with the tech team to ensure the necessary analytics capabilities are implemented

Collaborate with the developers, designers, and relevant business units to deliver features and subsequent iterations in a timely fashion

Steward agile development processes and release management of features onto the customer access management platform

Work with marketing and programming teams to introduce products and features to support the lifecycle management of a known user

Support the maintenance and day-to-day running of the customer access management system

Support the team lead in developing policies relating to data protection, cyber security, and user account servicing

Develop the incident response plans and business continuity plans for scenarios involving disruption to Changi Account and/or the customer access management system, as well as the Changi App, which is a key digital node for Changi Account holders

Manage feedback on account services and lead market analysis to roadmap new account services that can be introduced to improve customer experience

Work with data science teams to find use cases and value creation opportunity using user data stored under Changi Account

Ensure that the Changi Account system complies with prevailing CAG cyber-security and personal data protection policies, and constantly find ways to ensure the system is in line with best-in-class practices

Requirements:

At least 3 years of relevant experience in running customer-serving enterprise-level systems, particularly those related to customer integrated access management

Strong technical background, with in-depth knowledge on authentication regimes (e.g. OIDC protocols)

Strong organisation and stakeholder management skills

Demonstrate strong ability to translate data to actionable insights

Ability to solve problems creatively and effectively

Results and customer oriented

A good team player that is resourceful and able to work independently

Ability to multi-task and thrive in a dynamic and fast paced environment

Motivated and driven, with a curiosity and openness to constantly look for new solutions and ways of working to tackle new challenges

Excellent written and verbal communication skills.

Degree in Business / Data Analytics / Economics / Information Technology / Information Systems / Computer Science or a related field preferred

Changi Airport Group