Assistant Manager, Customer Experience, Airport Operations Services at Changi Airport Group in Singapore, Singapore | Kablio

Role

Description

process optimisation

market research

solution deployment

service design

project delivery

requirement definition

Collaborate with tech and business teams to optimise processes and approaches.
Conduct market research and analysis to identify demand and inspire product innovation.
Deploy solutions in live environments and manage change and adoption.
Design and implement service products that deliver an intimate, interactive, and intuitive high-touch Changi Experience.
Lead end-to-end project delivery from exploration to deployment.
Develop concepts of operations, define user stories, and scope business requirements for new service ideas.
Manage internal and external functional and development teams throughout product development and lifecycle phases.
Own the product roadmap and lifecycle of existing CX products to ensure continued relevance for Changi travellers.

Requirements

degree

agile

cloud

project management

communication

leadership

A bachelor’s degree or equivalent, preferably with at least 3 years of working experience. Degree in Business / Data Analytics / Economics / Information Technology / Engineering / Comms studies / Information Systems / Computer Science or a related field preferred
Possess relevant experience in leading B2B and/or B2C application development projects ( in digital product management or digital project management experience). Familiarity in modern Internet technologies and practices such as Agile development methodologies and Cloud application infrastructure.
Good written and verbal communication skills, with strong presentation and storytelling skills, and able to communicate with both technical and non-technical audiences.
Confidence in managing ambiguity and ability to multi-task and thrive in a dynamic and fast paced environment, and the ability to put across sophisticated concepts simply and in an understandable manner.
Demonstrate strong leadership and possessed good people management skills, and a good team player that is resourceful and able to work independently.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1981

Historical Opening

Signifies the year of the airport's establishment, marking its foundational beginnings.

Manages Singapore’s Changi Airport, a global aviation hub known for its excellence.
Oversees daily airport operations, including passenger services, cargo handling, and ground operations.
Development projects focus on enhancing connectivity, capacity, and sustainability.
Notable projects include the Jewel Changi, a mixed-use complex combining retail, entertainment, and nature.
Maintains its position as one of the world’s top airports through continuous innovation.
Operates with a strategic focus on efficiency, safety, and customer experience.

Culture + Values

We value our People.
We succeed with our Partners.
We are committed to our Customers.
We lead in our Business.
Integrity and service are at the heart of everything we do.
Changi Service DNA: Personalised, Stress‑Free, Positively Surprising.
Employees empowered to 'Start Something Today' through innovation programmes (eg: Learnfest, 4D+1i week).
Modern, collaborative workspaces with open-concept desks and social pantries.
Terminal H initiatives: Fun Friday, art‑jamming, fitness & cooking classes.

Environment + Sustainability

2050

Net-Zero Aspiration

Aiming to achieve net-zero emissions by 2050.

20,000 tCO2e

Annual CO2E Reduction

Expansion of solar energy capacity to 43 MWp will reduce CO2 emissions by 20,000 t annually.

2022

Sustainable Aviation Fuel Piloted

First use of Sustainable Aviation Fuel (SAF) in 2022, reducing CO2 emissions for the Singapore Airlines Group.

3–5%

SAF Uptake Target

Target to achieve 3–5% SAF blended fuel usage by 2030 under the Civil Aviation Authority of Singapore (CAAS) levy.

100% electric baggage tractors since 2017; expanding airside charging network to 300+ by mid-2020s.
Transitioning all new airside light vehicles to electric from 2025; full fleet transition to cleaner energy by 2040.
Processed >250 t food waste via digesters across 4 terminals; Airport Carbon Accreditation Level 3.
Green Procurement: lifecycle-based P-Q-E scoring implemented since 2023; 80% wool carpets with reuse/recycling pathways.

Inclusion & Diversity

30% Women by 2025

Board Gender Balance

Target for women on the board and in senior leadership by 2025.

40% Women in Management

Women in Management Roles

As of 2024, women comprise 40% of management roles.

50% Participation Growth

Employee Networks for Women in STEM

Participation in employee networks supporting women in STEM roles grew by 50% from 2022–2024.

≤2% Pay Parity

Gender Pay Parity Metrics

Annual reporting shows a median deviation of ≤2% in gender pay parity by 2024.

Launched structured mentoring and leadership programmes for women in operations and engineering.

Articles

Changi Airport Careers

Corporate Social Responsibility

Changi Airport News

Changi Airport Services

Role

Description

process optimisation

market research

solution deployment

service design

project delivery

requirement definition

Collaborate with tech and business teams to optimise processes and approaches.
Conduct market research and analysis to identify demand and inspire product innovation.
Deploy solutions in live environments and manage change and adoption.
Design and implement service products that deliver an intimate, interactive, and intuitive high-touch Changi Experience.
Lead end-to-end project delivery from exploration to deployment.
Develop concepts of operations, define user stories, and scope business requirements for new service ideas.
Manage internal and external functional and development teams throughout product development and lifecycle phases.
Own the product roadmap and lifecycle of existing CX products to ensure continued relevance for Changi travellers.

Requirements

degree

agile

cloud

project management

communication

leadership

A bachelor’s degree or equivalent, preferably with at least 3 years of working experience. Degree in Business / Data Analytics / Economics / Information Technology / Engineering / Comms studies / Information Systems / Computer Science or a related field preferred
Possess relevant experience in leading B2B and/or B2C application development projects ( in digital product management or digital project management experience). Familiarity in modern Internet technologies and practices such as Agile development methodologies and Cloud application infrastructure.
Good written and verbal communication skills, with strong presentation and storytelling skills, and able to communicate with both technical and non-technical audiences.
Confidence in managing ambiguity and ability to multi-task and thrive in a dynamic and fast paced environment, and the ability to put across sophisticated concepts simply and in an understandable manner.
Demonstrate strong leadership and possessed good people management skills, and a good team player that is resourceful and able to work independently.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

1981

Historical Opening

Signifies the year of the airport's establishment, marking its foundational beginnings.

Manages Singapore’s Changi Airport, a global aviation hub known for its excellence.
Oversees daily airport operations, including passenger services, cargo handling, and ground operations.
Development projects focus on enhancing connectivity, capacity, and sustainability.
Notable projects include the Jewel Changi, a mixed-use complex combining retail, entertainment, and nature.
Maintains its position as one of the world’s top airports through continuous innovation.
Operates with a strategic focus on efficiency, safety, and customer experience.

Culture + Values

We value our People.
We succeed with our Partners.
We are committed to our Customers.
We lead in our Business.
Integrity and service are at the heart of everything we do.
Changi Service DNA: Personalised, Stress‑Free, Positively Surprising.
Employees empowered to 'Start Something Today' through innovation programmes (eg: Learnfest, 4D+1i week).
Modern, collaborative workspaces with open-concept desks and social pantries.
Terminal H initiatives: Fun Friday, art‑jamming, fitness & cooking classes.

Environment + Sustainability

2050

Net-Zero Aspiration

Aiming to achieve net-zero emissions by 2050.

20,000 tCO2e

Annual CO2E Reduction

Expansion of solar energy capacity to 43 MWp will reduce CO2 emissions by 20,000 t annually.

2022

Sustainable Aviation Fuel Piloted

First use of Sustainable Aviation Fuel (SAF) in 2022, reducing CO2 emissions for the Singapore Airlines Group.

3–5%

SAF Uptake Target

Target to achieve 3–5% SAF blended fuel usage by 2030 under the Civil Aviation Authority of Singapore (CAAS) levy.

100% electric baggage tractors since 2017; expanding airside charging network to 300+ by mid-2020s.
Transitioning all new airside light vehicles to electric from 2025; full fleet transition to cleaner energy by 2040.
Processed >250 t food waste via digesters across 4 terminals; Airport Carbon Accreditation Level 3.
Green Procurement: lifecycle-based P-Q-E scoring implemented since 2023; 80% wool carpets with reuse/recycling pathways.