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Exec/Snr Exec/Asst Mgr Ground Experience Development (Customer Contact Experience) - Job Opportunity at Singapore Airlines

Singapore, Singapore
Full-time
Mid-level to Senior
Posted: March 25, 2025
On-site
SGD 80,000 - 120,000 annually based on Singapore market rates for similar technical product ownership roles in premium airlines

Benefits

Industry-leading professional development in aviation digital transformation
Exposure to cutting-edge AI and customer experience technologies
Career advancement in a prestigious international airline

Key Responsibilities

Lead product ownership of 1Point (B2C) Salesforce case management system
Drive integration of Generative AI solutions for customer service optimization
Manage product roadmap and budget allocation for digital transformation initiatives
Coordinate cross-functional teams including UI/UX, development, and business stakeholders
Develop and implement customer experience enhancement strategies

Requirements

Education

Degree in any discipline

Experience

Not explicitly stated but implied mid-level experience

Required Skills

Agile methodology knowledge Project management expertise Customer service operations understanding Strong problem-solving skills Strong analytical skills Good communication and interpersonal skills Service and customer oriented IT savvy Interest in Generative AI and UI/UX
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Sauge AI Market Intelligence

Industry Trends

Aviation industry is rapidly adopting AI and automation technologies to enhance customer service efficiency and personalization Growing focus on unified customer experience platforms integrating multiple touchpoints Increasing investment in digital transformation within the aviation sector particularly post-pandemic

Role Significance

Likely leads a cross-functional team of 5-8 members including developers, UX designers, and business analysts
Mid to senior-level position with significant influence on customer experience strategy and digital transformation initiatives

Key Projects

Implementation of AI-powered customer service automation Digital transformation of customer feedback systems Customer experience platform modernization Contact center efficiency optimization

Success Factors

Strong understanding of both technical capabilities and business operations Ability to bridge technical and business stakeholder needs Experience with agile methodology and product ownership Vision for customer experience innovation

Market Demand

High demand position due to aviation industry's accelerated digital transformation and focus on customer experience enhancement

Important Skills

Critical Skills

Product ownership expertise with focus on customer experience platforms Understanding of AI/ML applications in customer service Stakeholder management across technical and business teams

Beneficial Skills

Aviation industry knowledge Contact center operations experience UX/UI design principles Salesforce platform expertise

Unique Aspects

Opportunity to work with cutting-edge AI technologies in aviation context
Direct impact on customer experience for a prestigious global airline
Blend of technical product ownership and customer service innovation

Career Growth

2-3 years in role before advancement opportunity, depending on project success and organizational growth

Potential Next Roles

Head of Digital Customer Experience Director of Digital Transformation Senior Product Management Leader

Company Overview

Singapore Airlines

Singapore Airlines is a premium global carrier known for service excellence and innovation leadership

Industry leader in aviation with strong focus on digital transformation and customer experience
Major employer in Singapore with significant influence on regional aviation standards
Professional environment with high performance expectations and focus on innovation and service excellence
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  • Salary estimates and market demand analysis
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  • Critical success factors and key skills
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