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Scoot™ is the low-cost, medium-to-long haul arm of the Singapore Airlines Group. Scoot took to the skies in June 2012 and merged with Tigerair Singapore in July 2017, retaining the Scoot brand and positioning it well for a new chapter of growth. We want people with big smiles and even bigger personalities. People with passion—passion for travel, passion for people, passion for pushing boundaries. An airline with a different attitude. People with a different attitude. Scootitude™.

If you think you have Scootitude and can handle the excitement and challenges ahead to grow with us, apply today! Receive information about vacancies and recruitment from Scoot Careers Facebook Page – "GOT Scootitude?"

Specialist, Customer Experience

Apply now Job no: 493023
Work type: Full time
Location: Singapore
Categories: Comms & Guest Relations

Scoot is looking for an energetic and dynamic individual to develop, monitor and continually improve the customer experience through various facets / stages of the customer journey. Excellent stakeholder engagement skills coupled with project management and customer focus are required for the role. The candidate is required to foster close liaison with the operational & business working teams across all departments within the company to drive change management efforts for continuous customer experience improvement.

Main Responsibilities

  • To institute, monitor and improve customer satisfaction measures (eg NPS) by driving cross-departments initiatives to review existing service quality and problem solve guest relations matters to improve customer experience.
  • Participate and contribute from a business user perspective on projects involving customer data eg : single 360 degree view of the customer
  • Act as the internal customer champion and responsible for the development of a customer experience framework across the various touchpoints in the customer journey.
  • Interface and interact with working teams across various business units to bring the voice and experience of The Customer to the fore, for existing and new initiatives and processes.
  • Strategize and execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues.
  • Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan.


Essential traits

  • Degree holder 
  • Experience in developing / managing customer experience or journey frameworks
  • Familiarity with customer satisfaction indices and ratings and ideally, systems that track and implement these measures for organisations of scale
  • Project management and/or experience in interfacing between business and IT projects
  • Proven experience and ability in a customer/service delivery focused environment.
  • Experience from within the aviation industry would also be advantageous but not essential.
  • Ability to demonstrate effective change management in a fast growing, dynamic organization.

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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