Senior Manager / Manager, Customer Experience, Airport Operations Services

At Changi Airport, we are committed to delivering world-class experiences that delight millions of passengers every year. As customer expectations evolve and digital innovations accelerate, we continue to reimagine what world-class service means, combining empathy, technology, and design to elevate every interaction across our terminals.

As part of the Customer Experience team, you will lead a team to design digital and phygital solutions that bring meaningful, human-centred moments to life for our customers (internal and external).

What You Will Do

• Lead customer experience strategies and programmes that enhance service standards
• Design and deliver products, services, and journeys that respond to evolving customer needs, behaviours, and expectations.
• Guide and mentor a team to drive transformation, foster creativity, and champion a strong service-driven culture.
• Build strong networks and collaborate with cross-functional teams, partners, and stakeholders to co-create seamless, end-to-end customer experiences.
• Leverage insights, data, and emerging technologies (including AI-enabled tools) to create adaptive and personalised interactions
• Anticipate trends, identify opportunities, and navigate disruptions to keep Changi at the forefront of customer experience.

Requirements

• Bachelor's degree with at least 7-10 years of experience in customer experience, service design, product/service development or related fields. Experience in AI solutions and tech-enabled touchpoints would be an advantage.
• Strong in stakeholder/vendor management and service operations, with experience engaging diverse partners including start-ups and government agencies
• Proven leadership experience, with a track record of managing teams or leading cross-functional initiatives
• Strategic thinker with strong interpersonal and communication skills, and a business/entrepreneurial mindset to drive successful outcomes
• Agile, adaptive, and able to thrive in fast-paced, dynamic environments with a strong drive for excellence and innovation
• Passionate about understanding customers motivations, emotions, and behaviours, and translating them into impactful solutions.

Why Join the Customer Experience team

Join us in shaping the next era of travel experiences at the World's Best Airport, where your work will inspire, connect, and create impact for millions of passengers around the world. Our mission

Building a culture where we can Inspire others, be Imaginative, and create Impactful life-changing experiences where we connect lives in the World's Best Airport - Singapore's Changi Airport.