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Executive / Senior Executive Inflight Services (Standards & Performance)

Singapore Airlines • SG • 7h ago

Job Description

You will join the Dining Design and Development team within the Inflight Services and Design Department, Customer Experience Division. In this role, you will uphold and enhance Singapore Airlines’ high standards for food and beverage products and services across our lounges and inflight operations.

You will drive dining experience initiatives, customer experience measurement, caterer governance, digital innovation and continuous improvement to support SIA’s vision of delivering the highest level of service quality to our customers. Working closely with internal and external stakeholders, you will translate customer insights and operational data into meaningful improvements across our inflight and lounge dining experiences.

Key Responsibilities

Inflight/Lounge F&B Policy, Development & Implementation 

Manage inflight/lounge dining experience, including end-to-end product policy reviews, by coordinating internal and external stakeholders to ensure alignment, operational feasibility and effective implementation. 
Develop data-led implementation plans to support product development and enhancement initiatives for inflight/lounge meal offerings, balancing customer experience, operational requirements and cost efficiency.

Customer Experience Measurement and Improvement

Consolidate and analyse customer feedback and social media insights to monitor food and beverage performance across inflight and lounge operations.
Conduct targeted analyses and post-implementation reviews to address emerging trends and enhance customer experience and food and beverage performance.

Caterer Performance, Compliance and Recognition

Manage SATS account governance activities, including the annual KPI and Joint Scorecard review, quarterly SLA submissions and case investigations.
Conduct monthly audits of SIN catered meals to assess compliance and quality with established standards and requirements.

Digital, Analytics and Innovation

Develop and implement dashboards and reporting tools that provide actionable insights into food and beverage performance.
Strengthen team processes and systems through streamlining, standardisation and automation initiatives to improve efficieny and effectiveness.

Team Development and Continuous Improvement

Coach and mentor associates to support their development and enhance team effectiveness.

Requirements

Degree in Business, Hospitality, Aviation, Operations, Data Analytics, Communications or a related discipline.
Relevant experience in customer experience, food and beverage operations, service quality, data analytics, project management or vendor governance will be advantageous.
Strong analytical and problem-solving skills, with the ability to translate data and customer insights into actionable recommendations.
Good written and verbal communication skills, with the ability to prepare clear reports, presentations and management updates.
Strong stakeholder management and coordination skills, with the ability to work effectively across multiple business units and with external partners.
Proficient in Microsoft Office applications; experience with dashboarding, data visualisation or workflow automation tools will be an advantage.
Organised, resourceful and able to manage multiple projects and priorities within tight timelines.
A keen interest in food and beverage, customer experience and service excellence.

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.