Job Description

The successful candidate will join the Integrated Customer Care (ICC) unit under the Customer Experience team . The ICC section works closely with internal and external stakeholders to manage the various frontline workforce programmes that drives Customer Experience (CX) excellence through innovative, transformative, and intimate experiences.

Job description:

1. Drive CX excellence of our customer care ambassadors program and deliver a best in class Changi Experience across all service touchpoints. This includes both physical and digital channels.

2. Cultivate partnerships and stakeholder relations with service partners, airport community, and cross-cluster departments to elevate the customer experience through passenger experience focus and service-oriented improvements.

3. Perform service design and implementation of customer experience programmes (from service recovery to service delights) that provides an interactive and intimate, high-touch Changi Experience for our customers.

4. Develop User Experience (UX) Design and Voices of Customers to formulate and drive Changi\'s customer care policy and services to deliver a world class omni-channel experience.

Job requirements:

1. Good Degree in any discipline,

2. Proven leadership track record, ability to lead and manage during crisis

3. Good written and verbal communication skills, with strong presentation and storytelling skills

4. Strong people management skills

5. Adaptable team player who thrives in a fast-paced and dynamic environment

6. Enjoys problem-solving and challenging the status quo (beyond sustainable innovation to disruptive innovation)

7. Relevant working experience will be advantageous

Changi Airport Group