Title:  Senior Associate / Assistant Manager, Passenger Experience

Shape the Passenger Journey through the World’s Most Awarded Airport 

Behind every smooth and seamless passenger experience in our terminals is a team that constantly looks for ways to improve how the airport operates.

As part of the Passenger Experience team, you will work with airlines, ground handlers, technology partners, and airport stakeholders to enhance the passenger journey and transform airport operations through innovation, technology, and data. From developing new digital solutions to planning new concept of operations, you will have the opportunity to make a real impact on how people experience Changi Airport.

What You Will Do

Transform Airport Operations Through Technology

• Explore emerging technologies and work with stakeholders to develop digital solutions that improve passenger experience and operational effectiveness.
• Conduct user studies and research to identify opportunities for innovation and service improvements.
• Lead the implementation, enhancement and management of operational systems that enable the smooth running of airport operations.

Drive Service Excellence Across the Passenger Journey

• Develop policies, processes and performance frameworks to uphold high standards of service and operational excellence.
• Analyse operational trends, customer feedback and performance indicators to identify improvement opportunities.
• Work closely with airport partners to oversee and enhance passenger service touchpoints across the terminals.

Develop and Implement New Passenger Experience Initiatives

• Conceptualise and implement new initiatives that improve the passenger experience.
• Collaborate with stakeholders to translate ideas into operational solutions.
• Engage and communicate effectively with local and overseas stakeholders, including Chinese-speaking partners where required.

Who We Are Looking For

• Degree in any discipline, preferably with 2 years of relevant experience.
• Passionate about aviation, customer experience and operational excellence.
• Strong analytical and problem-solving skills, with an interest in technology and innovation.
• Curious, proactive and eager to challenge existing ways of working.
• Strong communicator who can engage stakeholders across different functions and levels.
• Proficiency in Mandarin is required as this role will interface with Chinese-speaking stakeholders.
• Able to manage multiple priorities in a fast-paced environment.
• Experience in operations, digital solutions, project management, service design or process improvement will be an advantage.