Senior Associate/ Assistant Manager, Airport Operations Services, Customer Experience
Changi Airport Group
- Singapore
- Permanent
- Full-time
- Build the strategy for digital self-service channels (e.g., chatbots and Virtual Assistants) to drive a seamless, unified, and personalised experience for our customers and internal business users.
- Implement the digital CX strategy with emphasis on enhancing self-service, optimizing inbound channels, augmenting contact routing and operational efficacies across various platforms:
- Phone IVRS
- Virtual Agents
- Chat / Social Channels
- Cross-Channel Deflection
- Develop new business cases for opportunities to augment CX self-service experiences aligned with overall strategy
- Research customer pain points, perform industry benchmarking, and devise improvement plans leveraging data and feedback to identify opportunities for improved self-service. Define business requirements, craft user stories, and prioritize initiatives to address identified needs.
- Deep-dive channel specific data and insights to pinpoint product and CX gaps
- Size new opportunities leveraging AI and technologies to reduce customer effort and promote continual self-service adoption
- Manage project progress, adapting to changes as required. This includes managing overall project costs, overseeing related procurement activities including execution of tender evaluation and award processes
- Oversee personal data protection risk assessments and develop risk mitigation plans
- Accountable for metrices relating to self-service e.g., usage, engagement, self-service channel containment, deflection capacity, CSAT etc.
- Degree holder in Business / Data Analytics / Information Technology / Information Systems / Computer Science or related field
- At least 3 years of relevant experience translating into the following skills:
- Established track record in product management, particularly within digital Customer Experience or Contact Centre domains
- Capability in leading projects and cross-functional teams, coupled with experience in overseeing development teams
- Passion about emerging technologies, and staying abreast on latest AI trends
- Experience in working with Customer Experience and/or Operations functions within large organisations
- Familiarity with agile methodologies, and expertise in data privacy and protection laws
- Highly adaptable and resourceful, ability to deal with ambiguity while thriving in a fast-paced and dynamic environment
- Demonstrated experience collaborating with cross-functional teams and technical partners to drive product development, product roadmap, programme success and KPIs
- Proven leadership track record with demonstrated success in partnering stakeholders across the organization, particularly with technology partners in delivering impactful results
- Proven ability to drive strategic partnerships with stakeholders and development teams from initiation to completion for large enterprise-wide initiatives
- Strong written and verbal communication skills, with the ability to articulate technical and business concepts, as and when required