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Associate Inflight Services (Standards & Performance)

Singapore Airlines • SG • 5d ago

Job Description

We are seeking a detail-oriented candidate to join our Standards & Performance team. The successful candidate will be part of the Inflight Services (Design, Development & Standards) Department in our Customer Experience Division. In this role, you will be at the heart of our inflight food and beverage (F&B) operations, using data to enhance customer satisfaction, optimize operational efficiency, and minimize waste. You will play a crucial part in ensuring that our inflight service is able to achieve the highest standards by analysing customer feedback, monitoring performance metrics, and coordinating special service requests.

Key Responsibilities

Review, authorise special inflight requests, liaising directly with catering vendors, airport stations and cabin crew colleagues. This includes managing the ISD_SpecialUplift@singaporeair.com.sg mailbox.
Analyse trends in special meal (SPML) uplifts to support enhancements and maintain the internal SPML tracker.
Extract and collate customer feedback received on new Inflight Services & Design initiatives from VoC (Voice of the Customer) and Sprinklr (social media) platforms
Monitor and report on Inflight F&B Customer Satisfaction (CSAT) scores, and highlight trends
Monitor food wastage or under catering trends, and prepare reports
Disseminate catering adjustment schedule and memo to affected stations
Prepare collated data for reports and meetings
Assist the Inflight Services Executive (Standards & Performance) with systems and dashboards User Acceptance Testing (UAT) and IT enhancement projects.