Assistant Manager / Manager (Digital Solutions, Customer Experience)

At Changi Airport Group (CAG), we are constantly reimagining the airport experience. We are looking for curious, driven, and customer-centric individuals who are passionate about innovation, technology and creating meaningful experiences for millions of passengers travelling through our airport.

As part of the Customer Experience team, you will drive digital transformation, service innovation and operational excellence initiatives that enhance passenger experiences, empower frontline teams and shape the future of airport services at Changi Airport.

Job Responsibilities

• Drive customer experience transformation initiatives through the design, development and implementation of innovative products, services and operating models that enhance passenger and stakeholder experiences across the airport ecosystem.
• Identify customer and business needs through research, data analysis and stakeholder engagement, and translate these into meaningful solutions that improve service quality, operational effectiveness and user satisfaction.
• Lead and manage projects from concept to implementation, including business case development, requirements gathering, budgeting, procurement and tender management, testing, deployment and continuous improvement.
• Collaborate with internal stakeholders, external partners and technology providers to deliver impactful and scalable solutions that support Changi Airport's customer experience and service excellence objectives.
• Monitor solution performance and operational outcomes, leveraging insights and feedback to drive enhancements, innovation and service improvements.
• Develop and implement governance frameworks, operational policies, investigations and improvement initiatives to strengthen service delivery, operational resilience and the effective deployment of solutions and services.

Job Requirements

• Degree in Business, Engineering, Information Systems, Computer Science, Operations Management or a related discipline.
• At least 3-5 years of relevant experience in digital transformation, product management, service innovation, operations excellence, consulting, project management or customer experience.
• Demonstrated ability to manage projects and drive initiatives involving multiple stakeholders.
• Strong analytical, problem-solving and critical thinking skills, with the ability to translate insights into practical solutions.
• Excellent communication and stakeholder management skills, with the ability to engage both technical and non-technical audiences.
• Self-driven, adaptable and comfortable working in a fast-paced environment with evolving business needs and priorities.
• Passion for technology, innovation and service design to create meaningful customer and operational outcomes.