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.