Summary
If you’re up for a challenging yet purpose-filled role, we welcome you to our team!You will be part of Scoot's Customer Experience team which drives customer satisfaction & loyalty through comprehensive understanding and continuous improvement of various touchpoints of the Customer Journey for Scoot passengers. You will be exposed to survey design, dashboard design, and project management for our Scoot's chatbot automated feature. In your role, you will have the opportunity to work with various internal stakeholders, participate in cross-functional projects and develop a holistic appreciation of an airline customer journey during your stint.
Job Description
Key Responsibilities include:
Participate and contribute actively in the formulation and improvement of Scoot Survey Ecosystem, such as chatbot/live chats, mobile apps, e.t.c.
Perform in-depth analysis of customer experience data, both structured and unstructured, including data cleansing, Voice of Customer (VOC) categorization by keywords and trending topics.
Act as the internal customer champion and support the enhancement of a customer experience framework across the various touchpoints in the customer journey.
Support survey and dashboard design utilizing design thinking principles.
Chatbot
Identifying opportunities for chatbot automation and designing end to end automated feature(s) that meet the needs of our customers
Work closely with the development team to ensure that features are implemented correctly and on time
Collaborate with cross-functional teams to ensure that the chatbot product aligns with operational requirements
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What We Do
Scoot is the low-cost subsidiary of Singapore Airlines (SIA). Scoot took to the skies in June 2012 and merged with Tigerair Singapore in July 2017, retaining the Scoot brand for a new chapter of growth.
Scoot was the world's first low-cost carrier to attain the highest ratings at both the APEX Health Safety Audit powered by SimpliFlying and Skytrax COVID-19 Airline Safety Rating Audit. In 2022, Scoot was awarded IATA membership for meeting global industry standards for airline operational safety.
Our people have big smiles and even bigger personalities. We are defined by our unique Scootitude – a daring attitude to be positive, uncompromising on safety and efficiency, spreading fun and humanity wherever we fly.
Check out the roles available in our yellow family here: www.flyscoot.com/careers
