- 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 rep, 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.
- Degree in any discipline.
- It will be an advantage, though not necessary, to have experience in Amadeus usage, customer services, contact centre operations, airport operations, Agile methodology and/or project management.
- Self-driven with strong problem-solving skills.
- Strong analytical skills with attention to details.
- Good communications and interpersonal skills.
- Service and customer oriented.
- IT savvy skills.
Executive/Snr Executive/Asst Manager Ground Experience Development - Singapur, Singapore - Singapore Airlines
Description
Job Description
If you like to explore technology and innovations that will aid our customer-facing colleagues to consistently deliver premium customer service that other airlines shout about, Ground Experience Development (GED) is the place for you. Customer Contact Experience (CCE) is a section in GED that identifies and delivers digital solutions to improve customer and staff experiences at various touchpoints such as contact centres and feedback handling units.
You will be the Product Owner for Refunds Services. Manual processing of refunds is time and resource intensive. It is also prone to errors. Refund bot was introduced at the onset of Covid-19, in 2019, to cope with the volume of manual refunds. It has now evolved into Refunds as a Service (RaaS). Approximately 65% of refunds submitted via the online form are automatically processed. You will continue to expand the scope of automated refunds and tackle the manual refund scenarios, such as those handled via electronic Refund Advice (eRA).
Key Responsibilities:
Requirements