Customer Experience Executive / Senior Executive

Job Description

The successful candidate will be part of the Customer Experience Culture and Design (CECD) section within the Customer Experience Department (CExD), where he/she will be a key driver in reinforcing SIA’s customer centric culture as well as designing experiences to elevate SIA’s service standards.

Key Responsibilities

• Champion a customer-centric culture throughout SIA, via the key pillars of knowledge, practice and recognition. These can entail:
• Staying informed about the key developments, issues and emerging trends that may affect Customer Experience (CX), to identify opportunities for learning, improvement, and innovation.
• Promoting the visibility of developments, trends and staff activities in the customer experience space through internal customer experience engagement channels
• Communicating SIA’s CX achievements via external channels e.g. Annual Report and strengthen SIA’s branding as a CX leader
• Collaborating with stakeholders to embed customer-centric principles (through the application of SIA’s customer experience design methodology etc.) into daily operations.
• Sourcing, developing and/or delivering certified training programs to boost adoption of CX values and application of CX knowledge and tools across different levels
• Organise and host knowledge sharing opportunities such as webinars for SIA staff as CX professionals
• Develop and manage internal CX resources such as toolkits, case studies, and best practice guides to empower learning and knowledge transfer
• Recognise and encourage CX best practices in SIA through administering CX-related awards
• Lead and manage projects related to customer experience design and culture, ensuring timely execution and measurable results.
• Oversee the design and production of customer experience collaterals, for training, engagement, events, and other occasions as required.
• Development of Associate(s)
• Other admin duties as assigned, such as budgeting, managing inventory of collaterals
  

Requirements

• Bachelor's degree in any discipline.
• Genuine belief in understanding and exceeding customer expectations, with a strong desire to create positive and memorable experiences that embody SIA's brand values.
• Be part of a team involved in designing and delivering a world-class SIA experience and passionately advocate for positive change and continuous improvement of the customer journey within the organization.
• Excellent communication, interpersonal, and presentation skills, with the ability to effectively engage diverse audiences.
• Ability to seek new ways and create possibilities, constantly delivering and improving creative solutions to engage the wider organisation.
• Familiarity with the following software, design and production work: Office 365
• Basic understanding of video production and storyboarding
• Basic understanding of web design principles
• Experience with data analysis will be an advantage.
  
  

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.