Customer Experience - Senior Service Designer / Service Designer (SG)

Singapore Airlines
Singapore
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Communication","Interpersonal skills","Presentation","Stakeholder engagement","Problem-solving"]

Design and deliver customer experience (CEx) improvement initiatives across the customer journey, using customer data to ideate concepts and translate insights into actionable service solutions. Use design thinking tools (personas, journey maps, frameworks, infographics) and facilitate co-creation workshops with stakeholders to synthesize “to-be” journeys. Manage CEx design projects day to day, support collateral and training materials, and help build a customer-centric culture through knowledge sharing and resources.

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FursaFursa
Singapore Airlines
Singapore Airlines
13 hours ago

Customer Experience - Senior Service Designer / Service Designer (SG)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Design and deliver customer experience (CEx) improvement initiatives across the customer journey, using customer data to ideate concepts and translate insights into actionable service solutions. Use design thinking tools (personas, journey maps, frameworks, infographics) and facilitate co-creation workshops with stakeholders to synthesize “to-be” journeys. Manage CEx design projects day to day, support collateral and training materials, and help build a customer-centric culture through knowledge sharing and resources.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Lead and manage CEx design projects to deliver measurable outcomes on time.
  • •Ideate and develop customer experience improvement concepts across touchpoints, grounded in customer data insights.
  • •Visualize and communicate design ideas using design thinking tools such as personas and customer journey maps.
  • •Plan and facilitate co-creation workshops with stakeholders, then synthesize outputs into “to-be” journeys and solutions.
  • •Oversee day-to-day design and production of CEx collaterals for training, engagement, events, and other occasions, while developing CEx resources and knowledge-sharing activities.

Key Requirements

  • •Bachelor's degree in any discipline.
  • •Experience with design and production work, including artwork creation/resizing and related production tasks.
  • •Proficiency with design and collaboration tools such as Miro and Figma, and Adobe Suite (Illustrator, Photoshop, InDesign, Premier Pro).
  • •Strong customer-centric mindset focused on exceeding customer expectations.
  • •Excellent communication, interpersonal, and presentation skills to engage diverse audiences.
Experience:Customer experienceService design
Education:Bachelor's
Skills:CommunicationInterpersonal skillsPresentationStakeholder engagementProblem-solving
Tech Stack:MiroFigmaAdobe SuiteIllustratorPhotoshopInDesignPremier ProInfographics

Company Brief

Singapore Airlines
Flag carrier of Singapore providing international passenger and cargo air transportation, premium cabin services, and related travel products. Operates a global network with a reputation for service quality, modern fleet, and extensive partnerships.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Singapore, Singapore
Founded: 1972
WebsiteLinkedIn