Director Booking Experience (M/F/D)
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 traveler and the mission of the organization is “to contribute to the long-term profitability of its members beyond their individual capabilities.” The Star Alliance office in Singapore coordinates the global activities of the alliance including managing joint projects on behalf of its 26 member airlines.
Based in Singapore, the Director, Booking Experience is a critical leadership position that reports directly to the VP Customer Experience. The Customer Experience business unit consists of Loyalty, Ancillaries, Connections Experience, and Airports Experience. The Ancillaries team focuses on managing products related to ancillary products such as interline seat selection.
As the Director, Booking Experience at Star Alliance, this role is responsible for leading the development and implementation of innovative digital solutions, particularly focusing on enhancing seat reservation and purchasing during interline journeys. Key responsibilities include strategic planning, project management, coordination with internal and external stakeholders, and overseeing technical implementations across member airlines. The role demands strong leadership in managing product backlogs, ensuring functional and technical feasibility, and maintaining budget and quality control. The ideal candidate will have a proven track record in digital transformation projects, excellent stakeholder management skills, and the ability to build consensus among diverse global teams. This position requires a blend of strategic vision, technical understanding, and project management expertise to drive ancillary revenue growth and improve customer experience.
Job Summary
Strategic Development and Implementation:
• Lead the development and implementation of digital solutions, particularly for seat reservations and purchase during interline journeys.
• Define strategies for seat selection, new product features, and continuous improvements to existing products.
Project Management:
• Organize and oversee project meetings, monitor project schedules, and manage project plans and budgets.
• Ensure the technical feasibility of projects, from requirements gathering to translating business needs into functional requirements.
Stakeholder and Vendor Coordination:
• Coordinate closely with internal and external stakeholders, including Star Alliance member airlines and third-party vendors, to execute projects effectively.
• Build consensus among globally diverse project teams and manage stakeholder communications to address issues, queries, and requests.
Technical Oversight and Product Ownership:
• Oversee the technical implementation of projects, including regulatory user acceptance tests and go-live stages.
• Manage the product backlog, including new features, enhancements, and bug fixes, and ensure delivered products provide functionality as designed.
Budget and Quality Assurance:
• Take responsibility for the product budget, ensuring effective allocation and utilization of resources.
• Produce high-quality project deliverables in line with the Star Alliance project management methodology.
Collaboration and Consensus Building:
• Collaborate with product owners and other key stakeholders to align project objectives with organizational goals.
• Analyze project results, maintaining schedule and cost baselines to ensure project success and alignment with business objectives.
Your Profile
- A minimum of 6 years work experience in a leadership role in the Aviation, Travel or related Industry.
- Demonstrated ability to develop and implement innovative strategies that enhance customer experience in the aviation industry.
- In-depth knowledge of airline operations, processes, and technological solutions in aviation.
- Experience in leading airport experience initiatives with a focus on offer/order related products.
- Ability to analyze and draw insights from data to inform strategic decisions and enhance operational efficiency.
- Proven leadership skills with experience in managing cross-functional teams and fostering a collaborative and innovative work environment.
- Skilled in overseeing the development and implementation of complex projects, ensuring alignment with organizational objectives.
- Excellent communication skills for engaging with various stakeholders, including IT, member airlines, and service providers.
- Experience in managing budgets, developing business cases, and understanding the financial implications of product developments.
- Ability to adapt to changing industry trends and overcome challenges in a dynamic and fast-paced environment.
- Bachelor's degree in a relevant field; an advanced degree or relevant certifications in aviation, business, or technology preferred.
- 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
- Full-time position based in our Singapore office
- Travel Benefits
- Comprehensive medical & dental benefits
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 travelers who travel on our member airlines.
If you believe you are the perfect candidate, then allow us to get to know you and submit your CV to [email protected].
