Summary
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 customer data analysis, survey/dashboard design, and project management for our Scoot's service quality framework. In your role, you will have the opportunity to conduct research, work with various internal stakeholders, participate in cross-functional projects and develop a holistic appreciation of an airline customer journey.Job Description
Responsibilities
Institute, monitor and improve customer satisfaction measures (e.g NPS/CSAT) by driving cross-departments initiatives to review existing service quality and problem solve customer relations matters to improve customer experience for areas under charge.
Cross-departmental collaboration with stakeholders with regular discussions, follow-ups and action planning to ensure alignment on service standards and operational efficiency.
Participate and contribute actively in the formulation and expansion of Scoot Survey Ecosystem
Act as the internal customer champion and support the enhancement of a customer experience framework across the various touchpoints in the customer journey, including the overall development and implementation of company-wide end-to-end customer journey map program across key customer touchpoints, ensuring alignment with company objective of improving Scoot customer experience.
Support survey and dashboard design utilizing design thinking principles.
Support the department’s disruption and refund management function as part of the overall operations framework, and contribute to departmental target of 10 days refund processing timeline.
Requirements
Degree-holder with at least 3-5 years of experience in Customer Experience role
Experience in aviation, hospitality or travel industry is an advantage
Technical usage of customer data analytical SaaS
Good situational judgement and critical thinking skills, and has a keen eye for details
Good and keen interest in customer data analysis and able to present data in a clear and concise manner to stakeholders
Ability to identify service gaps, root causes and improvement opportunities
Good data analytical and communication/presentation skills; Customer feedback data management experience is preferred
Good research and evaluation skills, with the ability to assess frontline service delivery against industry standards
Skills Required
- Degree holder with 3-5 years experience in Customer Experience
- Experience in aviation, hospitality or travel industry
- Technical usage of customer data analytical SaaS
- Situational judgement and critical thinking skills
- Keen interest in customer data analysis and ability to present data clearly to stakeholders
- Ability to identify service gaps, root causes and improvement opportunities
- Data analytical and communication/presentation skills
- Customer feedback data management experience
- Research and evaluation skills to assess frontline service delivery against industry standards
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
