Singapore Airlines is the national air carrier of Singapore, based at Changi Airport. This Star Alliance member is known for its iconic branding with the Singapore Girl and consistent livery design forever. It maintained a 5-star rating and often achieved the world’s best airline title conferred by Skytrax. SIA is a user of a mixed fleet between Airbus and Boeing, which involves the A350, A380, Boeing 737, Boeing 747 Freighter, Boeing 777, and Boeing 787. Its subsidiaries include, among others, Scoot and SIA Engineering Company, which conducts MRO work across several countries.
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Job Description:
The Executive/Senior Executive/Assistant Manager for Ground Experience Development (Customer Contact Experience) will serve as the Product Owner for Chatbot & Chats. In this role, you will lead the expansion of Kris, SIA’s chatbot, to handle a wider range of customer inquiries. You will also enhance live chat capabilities to provide a seamless alternative to traditional communication channels. Your work will ensure that SIA’s digital solutions meet the highest standards of customer experience and operational efficiency.
Responsibilities:
- Plan the product roadmap, manage the product budget as well as guide the squad for timely and quality delivery of the features.
- Business units will look to you for digital solutions/features to improve customer experience, increase productivity or/and facilitate operations. With a customer-oriented mindset, good understanding of operations and close collaboration with business users and IT rep, you will build the business case and seek approval for the digital solution/feature.
- Work closely with the scrum master or IT counterpart and squad to develop the digital solution/feature within the approved budget, schedule and with quality. This includes writing user stories, refinement, testing, user training and deployment.
- Manage the system access and provide basic troubleshooting before guiding users to log an incident ticket for advanced technical assistance.
- Keep abreast of technology developments in the market because you have a keen interest and believe that digital tools will enable SIA to consistently provide premium and personalized customer service and efficient operations.
- Any ad hoc projects or tasks.
Qualifications and Requirements:
- Degree in any discipline.
- It will be an advantage, though not necessary, to have experience in Agile, project management, customer services, contact centre operations or airport operations.
- Self-driven with strong problem solving skills.
- Strong analytical skills with attention to details.
- Good communications and interpersonal skills.
- Service and customer oriented.
- IT savvy.
If you meet the requirements and are ready to be part of a world-class airline, apply now and soar with SIA! For more information about this job, contact us.
