Full-timeOther· Posted 17 Sept

Customer Experience - Senior Service Designer / Service Designer

Singapore AirlinesFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

You will join the Customer & Design team within the Customer Experience Division, designing initiatives that lift the customer experience and strengthen a customer-centric culture. The role suits someone who combines design thinking with data insights and enjoys guiding projects and engaging stakeholders.

What you'll do

Lead and manage customer experience design projects, keeping delivery on time and outcomes measurable
Develop improvement concepts across touch points along the customer journey, grounded in customer data insights
Communicate design ideas visually using tools such as personas, journey maps, frameworks and infographics

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Plan and facilitate co-creation workshops with stakeholders, then synthesise outputs into future-state journeys and solutions

Run projects day to day, managing teams, priorities and resources

Oversee design and production of customer experience collaterals for training, engagement and events

Champion a customer-centric culture through knowledge, practice and recognition

Track developments, issues and trends affecting customer experience to spot learning and innovation opportunities

Raise internal visibility of trends and staff activities in the customer experience space

Communicate customer experience offerings and achievements externally, including reports, social channels and the inflight magazine

Work with stakeholders to embed customer-centric practices into daily operations

Organise and host knowledge-sharing events such as webinars for staff and external organisations

Administer customer experience awards recognising best practices

Develop and manage internal resources such as best practice guides and certified training programmes

Serve as secretariat for customer experience steering committees chaired by senior management

Develop associates and handle other assigned duties

Good to know

Based in Singapore

Requirements

Bachelor's degree in any discipline
Familiarity with design and production work and related software is advantageous
Artwork creation, resizing and scaling
Photography, video production and editing
Miro, Figma, Adobe Suite such as Illustrator, Photoshop, InDesign and Premiere Pro
Genuine belief in exceeding customer expectations and creating memorable experiences

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Singapore Airlines

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Customer Experience - Senior Service Designer / Service Designer

About the role

What you'll do

Good to know

Requirements

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