Executive Customer Affairs

About the role

Singapore Airlines is looking for an Executive Customer Affairs to support its Customer Affairs Department in adopting Generative AI and digital solutions that improve customer feedback handling, service recovery and customer experience insights. The role covers GenAI projects, the Customer Relations Management (CRM) system and cross-departmental technology and reporting initiatives.

Key responsibilities

• Drive the development and implementation of GenAI solutions for customer feedback handling
• Test, monitor and improve AI outputs, ensuring accuracy, privacy and human oversight
• Administer and maintain the CRM system, including workflows, data, user access and reports
• Coordinate system enhancements, issue resolution, user support and documentation
• Analyse customer feedback and operational data to identify trends and improvement opportunities
• Support process improvements in feedback handling, service recovery and escalation
• Coordinate departmental projects with internal stakeholders and technology teams
• Prepare project updates, reports and dashboards
• Support user training and change management for new solutions

Required profile

• Degree in Business Administration, Information Systems, Data Analytics, Computer Science, Customer Experience or a related discipline
• Relevant experience in customer experience, process improvement, systems administration, project coordination or data analysis
• Experience with CRM, case management or customer feedback systems is advantageous
• Interest in GenAI, automation, data analytics and digital transformation
• Strong analytical, problem-solving and organisational skills, good communication and stakeholder management skills
• Detail-oriented, proactive and able to manage multiple priorities
• Integrity and discretion when handling confidential customer information