Assistant Manager, Customer Experience, Airport Operations Services

We are looking for a highly motivated and experienced Manager to join our Customer Experience section as a key member of the Service Innovation team.

In this role, you will drive transformative service initiatives that elevate the experience of millions of Changi travellers each year. Reporting to the Team Lead of Service Innovation, you will work collaboratively with different stakeholders to shape and deliver innovative solutions that redefine airport service excellence across departure, arrival, and transit/ transfer processes.

You will lead the design and implementation of high-impact physical and digital initiatives, continuously exploring new ideas to meet evolving traveller needs and create a seamless, memorable Changi Experience.

The ideal candidate is passionate about aviation and customer-centric innovation, with an entrepreneurial mindset and a proven track record in product management that drives strategic business outcomes.

Your Role:

• Develop concepts of operations, define user stories, and scope business requirements for new service ideas.
• Lead end-to-end project delivery from exploration to deployment.
• Design and implement service products that deliver an intimate, interactive, and intuitive high-touch Changi Experience.
• Deploy solutions in live environments and manage change and adoption.
• Own the product roadmap and lifecycle of existing CX products to ensure continued relevance for Changi travellers.
• Conduct market research and analysis to identify demand and inspire product innovation.
• Collaborate with tech and business teams to optimise processes and approaches.
• Manage internal and external functional and development teams throughout product development and lifecycle phases.

Who you are:

• A bachelor's degree or equivalent, preferably with at least 3 years of working experience. Degree in Business / Data Analytics / Economics / Information Technology / Engineering / Comms studies / Information Systems / Computer Science or a related field preferred

• Possess relevant experience in leading B2B and/or B2C application development projects (in digital product management or digital project management experience). Familiarity in modern Internet technologies and practices such as Agile development methodologies and Cloud application infrastructure.

• Confidence in managing ambiguity and ability to multi-task and thrive in a dynamic and fast paced environment, and the ability to put across sophisticated concepts simply and in an understandable manner.

• Demonstrate strong leadership and possessed good people management skills, and a good team player that is resourceful and able to work independently.

• Good written and verbal communication skills, with strong presentation and storytelling skills, and able to communicate with both technical and non-technical audiences.

If you are excited by the opportunity to shape the future of airport services and create exceptional customer experiences, we invite you to apply and be part of our journey to excellence.