Job Description
We are seeking a detail-oriented candidate to join our Standards & Performance team. The successful candidate will be part of the Inflight Services (Design, Development & Standards) Department in our Customer Experience Division. In this role, you will be at the heart of our inflight food and beverage (F&B) operations, using data to enhance customer satisfaction, optimize operational efficiency, and minimize waste. You will play a crucial part in ensuring that our inflight service is able to achieve the highest standards by analysing customer feedback, monitoring performance metrics, and coordinating special service requests.
Key Responsibilities
- Review, authorise special inflight requests, liaising directly with catering vendors, airport stations and cabin crew colleagues. This includes managing the ISD_SpecialUplift@singaporeair.com.sg mailbox.
- Analyse trends in special meal (SPML) uplifts to support enhancements and maintain the internal SPML tracker.
- Extract and collate customer feedback received on new Inflight Services & Design initiatives from VoC (Voice of the Customer) and Sprinklr (social media) platforms
- Monitor and report on Inflight F&B Customer Satisfaction (CSAT) scores, and highlight trends
- Monitor food wastage or under catering trends, and prepare reports
- Disseminate catering adjustment schedule and memo to affected stations
- Prepare collated data for reports and meetings
- Assist the Inflight Services Executive (Standards & Performance) with systems and dashboards User Acceptance Testing (UAT) and IT enhancement projects.
Requirements
- Diploma holder
- Keen interest in F&B and customer experience
- Passion for innovation and product ideation/ development
- IT savviness with an interest in keeping up with evolving technology
- Able to work independently, self-driven with good communication skills
- Comfortable working with data sets
- Able to work with common applications e.g. excel, words, power point etc.
