Senior Associate / Assistant Manager, Airport Operations Services, Customer Experience

We are looking for a motivated and results-oriented individual with a strong background in service operations management, passionate about delivering exceptional service through a customer-centric approach to service planning, design, and innovation.

You join a team dedicated to enhancing the Changi Experience by providing personalised passenger support, harnessing technology for efficiency, and optimising workforce management.

Job Responsibilities

• Foster strong, collaborative relationships with internal and external stakeholders to drive and deliver service excellence.
• Own and deliver key service performance metrics, ensuring seamless execution and maintaining Changi's reputation for service excellence.
• Analyse service gaps and opportunities, develop innovative solutions to enhance the passenger experience, and drive continuous improvement.
• Lead and collaborate with cross-functional teams to design and implement service enhancements, ensuring alignment with Changi's strategic objectives.

Job Requirements:

• Good Degree in any discipline.
• At least three (3) years of relevant experience in service design, service planning and/or service development.
• Good written and verbal communication skills, with strong presentation and storytelling skills.
• Proven leadership track record and possess strong people management skills.
• A good team player who is resourceful and able to work independently.
• Ability to multi-task and thrive in a dynamic and fast paced environment.
• Proficiency in data visualization & business intelligence tools (e.g. Tableau, PowerBI).