Assistant Manager / Senior Associate, Passenger Experience

We are looking for motivated individuals with a passion for the aviation industry. You will work closely with our business partners and stakeholders to shape our passengers’ journey and optimise terminal operations. You will also be involved in operations management, projects, policy formulation and digital solutions development to improve service quality and enhance operations at Changi Airport, ensuring that it continues to be the world’s most awarded airport.
 
Key Responsibilities

Lead Systems design and management
·    Work with stakeholders to scout new technologies and co-develop digital solutions to transform the future of operations
·    Conduct user studies and research to understand needs to drive enhancements to airport systems and operations
·    Liaise with stakeholders to manage operational systems to ensure efficient operations

Management and development of policies and operations management overseeing passenger services touchpoints
·    Formulate policies, design processes and monitor KPIs, customer feedback to uphold service and operational excellence
·    Conduct user studies and research to understand needs to drive enhancements to airport systems and operations
·    Overall management of passenger service touchpoints

Develop and implement new passenger experience initiatives
·    Work with stakeholders in designing and implementing new passenger initiatives to improve overall passenger experience
 

Requirements
·    Good Degree in any discipline, 2 years of relevant working experience
·    Positive attitude, self-motivated and able to work independently
·    Strong analytical thinking skills with experience of designing processes and/or digital solutions
·    Strong problem-solving skills with good ability to multi-task
·    Strong communicator and negotiator with good presentation skills
·    Strong team player with good interpersonal and stakeholder management skills
·    Candidates with prior experience in operations, digital solutions or projects management have an added advantage