Exec/Snr Exec/Asst Mgr Ground Experience Development (Customer Contact Experience)

Job Description

If you like to explore technology and innovations that will enable SIA to deliver industry-leading customer services and operations on the ground, Ground Experience Development (GED) is the place for you. Customer Contact Experience (CCE) is a section in GED that identifies and delivers digital solutions for SIA’s various customer contact touchpoints, such as contact centres and feedback handling units.

The successfiul candidate will be the Product Owner for 1Point (B2C): 
1Point is a Salesforce case management tool that captures all interactions SIA has with its customers. The primary stakeholders using 1Point B2C are Customer Contact Services Department (CCSD) agents who attend to calls and live chat and Customer Affairs (CA) who handle feedback submitted via our online channels. These end users utilize 1Point application in replying to customers. There are ongoing developments to integrate Generative AI (GenAI) to assist call centre agents and CA managers in performing their role to close cases. You will expand 1Point’s capabilities and leverage GenAI to streamline the work done by end users, and work with UI/UX to improve the user interface thereby achieving better efficiency and productivity. You will be responsible for planning and delivering the roadmap items for incremental features that business users request in the case management tool. You will help develop dashboards and tools within 1Point for reporting purposes.

Key Responsibilities:

• As a product owner, you will plan the product roadmap, manage the product budget as well as guide the squad for timely and quality delivery of the features. 
• Business units will look to you for digital solutions/features to improve customer experience, increase productivity or/and facilitate operations. With a customer-oriented mindset, good understanding of operations and close collaboration with business users and IT reps, you will build the business case and seek approval for the digital solution/feature.   
• You will work closely with the scrum master or IT counterpart and squad to develop the digital solution/feature within the approved budget, schedule and with quality. This includes writing user stories, refinement, testing, user training and deployment. 
• You will manage the system access and provide basic troubleshooting before guiding users to log an incident ticket for advanced technical assistance.
• You will keep abreast of technology developments in the market because you have a keen interest and believe that digital tools will enable SIA to consistently provide premium and personalized customer service and efficient operations. 
• Any ad hoc projects or tasks.

Requirements:

• Degree in any discipline.
• Experience in Agile, project management, customer services, contact centre operations or airport operations would be advantageous.
• Self-driven with strong problem-solving skills.
• Strong analytical skills with attention to details.
• Good communication and interpersonal skills.
• Service and customer oriented. 
• IT savvy.
• Personal interest in Generative AI and/or UI/UX.