Director Airports Experience
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 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, Airports Experience is a critical leadership position that reports directly to VP Customer Experience. The Customer Experience business unit consists of Loyalty, Ancillaries, Connections Experience and Airports Experience. The Airports Experience team focuses on managing products related to Baggage and Biometrics.
As the Director, Airports Experience at Star Alliance, this role encompasses the leadership and management of innovative airport experience initiatives, focusing on the development and implementation of biometrics solutions and baggage handling improvements. Key responsibilities include coordinating biometric and baggage projects, ensuring regulatory compliance, managing vendor relationships, and driving digital transformation. The role demands strategic planning, project management, and stakeholder engagement skills to enhance customer experience at airports. It involves analyzing data to improve operational efficiency, overseeing budget and quality assurance, and maintaining regular communication with member carriers and experts. This position requires a blend of technical knowledge, operational expertise, and strong leadership capabilities to lead cross-functional teams and advance the airport experience for Star Alliance customers.
Job Summary
Strategic Leadership
- Define and lead the overarching strategies for airport product development, digital solutions, and lounge offerings across Star Alliance member airlines.
- Ensure alignment of these strategies with overall organizational goals and customer experience enhancement.
Product Development and Ownership
- Oversee the development and implementation of solutions to improve travel experiences, access to information, travel requirements, and lounge offerings.
- Maintain product ownership across various digital and physical service touchpoints.
Industry Expertise and Compliance
- Maintain industry awareness and functional product expertise in airline process flows, irregular flight operations, regulatory requirements, travel document processing, and digital travel certificates.
- Ensure member compliance with Star Alliance standards.
Data Analysis and Customer Information Strategy
- Define and implement a customer information strategy, leveraging data analysis to inform strategic decisions and enhance customer digital interactions.
Operational Coordination and Technology Integration
- Coordinate with IT stakeholders for architectural and operational decisions, ensuring alignment between technology and business objectives.
- Oversee the product backlog, prioritizing new features, enhancements, and bug fixes.
Financial and Marketing Management
- Responsible for business case development, budget management, and managing product marketing plans.
- Conduct feasibility studies for new lounge opportunities and oversee the implementation of approved initiatives.
Quality Assurance
- Ensure delivered products and services provide functionality as designed and meet customer expectations.
Team Leadership
- Lead and mentor a diverse team, fostering a culture of innovation, collaboration, and continuous improvement.
- Ensure team alignment with strategic objectives and delivery of key results.
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, baggage processes, and technological solutions in aviation.
- Experience in leading airport experience initiatives, with a focus on biometrics and baggage handling improvements.
- Proficiency in digital solutions and technologies that improve customer access to information and travel requirements.
- 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.
- Knowledge of regulatory requirements and experience ensuring compliance and quality in airline operations.
- Skilled in developing and executing product marketing plans, with a focus on understanding and meeting customer needs.
- 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].
