Intern, Customer Experience

Job Description:

Summary

If you’re up for a challenging yet purpose-filled role, we welcome you to our team!

You will be part of Scoots Customer Experience team which drives customer satisfaction & loyalty through comprehensive understanding and continuous improvement of various touchpoints of the Customer Journey for Scoot passengers. You will be exposed to survey design, dashboard design, and project management for our Scoots chatbot automated feature. In your role, you will have the opportunity to work with various internal stakeholders, participate in cross-functional projects and develop a holistic appreciation of an airline customer journey during your stint.

Key Responsibilities include:

Participate and contribute actively in the formulation and improvement of Scoot Survey Ecosystem, such as chatbot/live chats, mobile apps, e.t.c.
Perform in-depth analysis of customer experience data, both structured and unstructured, including data cleansing, Voice of Customer (VOC) categorization by keywords and trending topics.
Act as the internal customer champion and support the enhancement of a customer experience framework across the various touchpoints in the customer journey.
Support survey and dashboard design utilizing design thinking principles.

Chatbot

Identifying opportunities for chatbot automation and designing end to end automated feature(s) that meet the needs of our customers
Work closely with the development team to ensure that features are implemented correctly and on time
Collaborate with cross-functional teams to ensure that the chatbot product aligns with operational requirements

Job Ident #: R0005265

Company Details

Scoot Airlines

5 Airline Road, Airline House
Singapore, Singapore Singapore, International 819829 International
www.flyscoot.com/

Scoot is a low-cost airline and subsidiary of Singapore Airlines (SIA). Scoot's mission is to connect people and cultures, and to innovate and push boundaries

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Job Info

Location

Singapore, Singapore, Singapore

Type

Internship

Company Details

Scoot Airlines

5 Airline Road, Airline House
Singapore, Singapore Singapore, International 819829 International
www.flyscoot.com/

Scoot is a low-cost airline and subsidiary of Singapore Airlines (SIA). Scoot's mission is to connect people and cultures, and to innovate and push boundaries