Senior Associate / Assistant Manager, Airport Operations Services, Customer Experience

We are looking for a motivated and results-oriented individual with a strong background in service operations management, passionate about delivering exceptional service through a customer-centric approach to service planning, design, and innovation. You join a team dedicated to enhancing the Changi Experience by providing personalised passenger support, harnessing technology for efficiency, and optimising workforce management. Job Responsibilities Foster strong, collaborative relationships with internal and external stakeholders to drive and deliver service excellence. Own and deliver key service performance metrics, ensuring seamless execution and maintaining Changi's reputation for service excellence. Analyse service gaps and opportunities, develop innovative solutions to enhance the passenger experience, and drive continuous improvement. Lead and collaborate with cross-functional teams to design and implement service enhancements, ensuring alignment with Changi's strategic objectives. Job Requirements: Good Degree in any discipline. At least three (3) years of relevant experience in service design, service planning and/or service development. Good written and verbal communication skills, with strong presentation and storytelling skills. Proven leadership track record and possess strong people management skills. A good team player who is resourceful and able to work independently. Ability to multi-task and thrive in a dynamic and fast paced environment. Proficiency in data visualization & business intelligence tools (e.g. Tableau, PowerBI).