Job Description

Senior Associate / Assistant Manager, Quality Service Management (Service Process Design), Airport Operations Management

If you have experience in the areas of quality service management, service process design or community engagement, plus a heart for forging meaningful relationships and building community, join us as a member of Changi Airport Group\'s Quality Service Management (QSM) team!

The QSM team is the custodian of the One Changi community - comprising some 200 airport partners and 50,000 airport staff - working as one towards the collective mission of upholding excellent service standards which underpin Changi\'s status as the best airport in the world.

Within the team, there will be opportunities to undertake varied roles and work on projects dynamically across the areas of internal communications and community engagement, awards and incentives, learning and development, and service process management.

Responsibilities

• Work with operational line units to review and identify service process needs based on data, observations and feedback. Identify gaps through understanding and defining specific user profiles and workplace needs.
• Drive service design projects with partners through collaborative engagement in the form of interviews, focus groups and workshops to co-create service blueprints through a Design Thinking framework.
• Design & review user-centric service tools and solutions to drive transformation for our customers and the airport community.
• On a project basis, organise awards, appreciation and engagement events to recognise and celebrate exemplary work and contributions of airport staff, as well as to build a sense of community belonging.

• Good Degree in any discipline.
• 2-5 years of relevant experience in any of these areas would be advantageous: quality service. management, design thinking/service design or community engagement.
• Strong desire and ability to drive change.
• Energetic and positive disposition, with strong interpersonal skills.
• Excellent English writing and verbal communication skills.
• Candidates without experience are welcome to apply.

Changi Airport Group