Job Description

We are looking for a motivated individual with a strong passion to spearhead digital transformation initiatives for the Customer Experience (CX) team at Changi Airport Group (CAG). Your role requires an inquisitive mindset, dedicated to elevating passenger experience by leading the development of digital products and services.

The ideal candidate possesses a business-oriented mindset, and an established track record in product management. You will be tasked to collaborate with cross-functional teams and various technical partners to drive the overall self-service strategy, ensuring successful adoption and meeting satisfaction targets. In this role, you will be responsible for the end-to-end implementation and ongoing management of CX related digital products and services.

Job Responsibility

• Build the strategy for digital self-service channels (e.g., chatbots and Virtual Assistants) to drive a seamless, unified, and personalised experience for our customers and internal business users.

• Implement the digital CX strategy with emphasis on enhancing self-service, optimizing inbound channels, augmenting contact routing and operational efficacies across various platforms:

• Phone IVRS
• Virtual Agents
• Chat / Social Channels
• Cross-Channel Deflection

• Develop new business cases for opportunities to augment CX self-service experiences aligned with overall strategy

• Research customer pain points, perform industry benchmarking, and devise improvement plans leveraging data and feedback to identify opportunities for improved self-service. Define business requirements, craft user stories, and prioritize initiatives to address identified needs.

• Deep-dive channel specific data and insights to pinpoint product and CX gaps

• Size new opportunities leveraging AI and technologies to reduce customer effort and promote continual self-service adoption

• Manage project progress, adapting to changes as required. This includes managing overall project costs, overseeing related procurement activities including execution of tender evaluation and award processes

• Oversee personal data protection risk assessments and develop risk mitigation plans

• Accountable for metrices relating to self-service e.g., usage, engagement, self-service channel containment, deflection capacity, CSAT etc.

• Degree holder in Business / Data Analytics / Information Technology / Information Systems / Computer Science or related field

• At least 3 years of relevant experience translating into the following skills:

• Established track record in product management, particularly within digital Customer Experience or Contact Centre domains
• Capability in leading projects and cross-functional teams, coupled with experience in overseeing development teams
• Passion about emerging technologies, and staying abreast on latest AI trends
• Experience in working with Customer Experience and/or Operations functions within large organisations
• Familiarity with agile methodologies, and expertise in data privacy and protection laws

• Highly adaptable and resourceful, ability to deal with ambiguity while thriving in a fast-paced and dynamic environment

• Demonstrated experience collaborating with cross-functional teams and technical partners to drive product development, product roadmap, programme success and KPIs

• Proven leadership track record with demonstrated success in partnering stakeholders across the organization, particularly with technology partners in delivering impactful results

• Proven ability to drive strategic partnerships with stakeholders and development teams from initiation to completion for large enterprise-wide initiatives

• Strong written and verbal communication skills, with the ability to articulate technical and business concepts, as and when required

Changi Airport Group