Manager, Customer Experience in Frankfurt am Main bei Star Alliance Services GmbH

Star Alliance is the world’s largest airline alliance.

The vision of Star Alliance is “to be the leading global alliance for the high value international traveller and the mission of the organisation is “to contribute to the long-term profitability of its members beyond their individual capabilities.” Star Alliance operates a dual headquarters structure; Frankfurt where Corporate Services reside and Singapore where the Centre of Excellence is located, which coordinates the global activities of the alliance including managing joint projects on behalf of its 26 member airlines.

This job opportunity, in the Centre of Excellence, is based in Singapore.

In your capacity as Manager, Customer Experience, you will report to the Director, Travel Experience. The business unit consists of Digital Travel Experience and Airport Experience. The teams develop and apply digital and self-service technologies, as well as improving the customer experience for airport services such as coordinated transfer processes and baggage handling, to offer customers efficient and seamless services in both normal operation and during flight disruptions.

This is a challenging role for the successful candidate who is motivated to drive Star Alliance’s digital products and projects.

Job Summary

• Development & implementation of top products & services across the whole travel chain
• Product ownership of other digital products and services
• Coordinate architectural and operational decisions with IT and other stakeholders
• Understand assigned products from a business and technology perspective
• Ensure delivered products provide functionality as designed
• Quality control
• Budget responsibility

Your Profile

• Graduate in business administration, management or equivalent practical experience
• Minimum 3 years of experience in digital product & services development
• In depth knowledge of airline systems and IT landscape
• Excellent knowledge of airlines and/or airport operations
• Experience in biometric facial recognition system and Digital ID an advantage
• Working experience in the area of airline customer process optimisation as well as digital trends and technology
• Evidence of previous achievement in managing projects including research, collation of data, analysis and presentation of results/findings
• Accustomed to agile development
• Good understanding of financial planning and budget techniques including business case preparation
• Experienced presenter/trainer in larger workshop environments
• Experience in multicultural environments and in multiple stakeholder management and be able to work with a geographically dispersed team of stakeholders
• High level of proficiency in English is essential, as it is the sole language used for communication with Star Alliance Member Airlines and other external stakeholders

We Offer

• Salary 80,000 – 95,000 SGD (dependent on experience)
• Full-time position based in the Singapore office
• Flight benefits
• Unlimited contract

This is a unique opportunity for highly skilled professionals to apply their talent, creativity and dedication to a global team focused on delivering value to frequent international travellers who travel on our member airlines.

If you believe you are the perfect candidate then give us the opportunity to get to know you and send an email to hr@staralliance.com with:-

• a letter of motivation, explaining your interest in this role
• your CV in English

The deadline for this recruitment drive is 15.09.2023

Please note that incomplete applications will not be considered.