Assistant Manager / Senior Associate, Customer Insights

Company description:

Changi Airport Group (CAG) is the manager of Singapore Changi Airport, a leading air hub in Asia and one of the world’s most awarded airports. As airport manager, CAG performs the key functions of airport operations, air hub development, retail and commercial activities, infrastructure development and airport emergency services. CAG also manages Seletar Airport, and through its subsidiary, Changi Airports International, it takes Changi’s presence beyond Singapore’s shores through consultancy projects and investments in foreign airports. Come join us today!

Job description:

We are looking for motivated individuals who will play an important role within Customer Insights team to lead the efforts in reviewing and implementing a new set of operations efficiency measurements and to provide insights on our passengers. This will enable CAG and its partners to continuously improve operations and deliver best in class experience to our customers.

Before COVID-19, CAG has a set of well-established, survey-based ops efficiency measurements. Moving forward, you will help to revamp them, focusing on several areas:

• Data gathering through sensors and existing operational systems (e.g. Passenger Loading Bridges, Baggage Handling System, kiosks and auto gates)
• Satisfaction sensing via pre-installed feedback systems and/or customers’ own devices
• Future-proof data and analytical systems
• Highly automated management reporting regime
• Comprehensive self-service business intelligence system for various internal users
• Well calibrated regulatory standards and actively manage regulatory reporting

In addition, passenger behaviour and travel needs have shifted. You will also be part of the team uncovering these new needs and wants, and put forth an actionable plan to better the Changi experience.

You will be part of a team working alongside many stakeholders, including touchpoint owners, data analysts, data engineers and external vendors to achieve the desired outcomes.

Requirements:

• Motivated to understand and improve Changi Airport’s operational performances. Having prior experience in airport operations is a plus
• Experience in handling data, with ability to interpret data and analyse results
• Strong interpretive and analytical skills – expected to understand data and draw conclusions and present clearly
• Curious about matters and possess great problem solving skills
• Strong interpersonal and communication skills with excellent attention to detail
• Studied Statistics, Mathematics, Economics, Data Analytics, Business or similar
• Ability to program in languages such as Python and use of data analytic/visualisation tools such as Tableau is a plus.
• Ability to work in a team-oriented, collaborative environment is essential, prior experience in operations and/or market research and analysis is a plus