Digital Solutions and Projects Specialist

Job Description
- To maintain high quality of training & service delivery standards provided by AirAsia's cabin crew across AOCs
- Constantly conduct research and development on Cabin Crew training and service delivery related matters with the aim to enhance standard processes & customer experience.
- Subject Matter Expert (SME) for In-Flight & Professional Development.
- Strategize and operationalize best-in-class customer experiences for the inflight space through regional data and insight
- To regularly assess various scope of SOPs/work instructions of In-Flight in order to deliver seamless service delivery within operations.
- Drives initiatives to improve customer service satisfaction and list points of improvement in the inflight customer experience journey
- Lead the identification and design of digital class modules and collaborate with the respective AOCs to manage the pace of change in digital training
- Ensures clear understanding of the inflight customer persona's needs and challenges and develop key initiatives based on NPS and Salesforce data
- Gather training performance data and infer strategies and plans based on actionable insights
- Identify digital training solutions and develop the crew experience design for regulatory and non-regulatory trainings in the digital space
- Command the design language and content of the regional cabin crew learning & development materials
- Continually develop and create new ideas and solutions, especially leveraging on cross-platform integrations for a seamless customer experience design
- Promote AirAsia Culture within the organization and among crew members.
- Monitor on overall performance and standards of grooming Cabin Crew Executive (CCE), Pursers (PUR), Senior Cabin Crew (SCC) and Cabin Crew (CC) across the group.
- Conduct ad hoc Grooming training and coaching for Cabin Crew Executive (CCE)
- To oversee day to day Grooming Operations and issues.
- To work closely with various departments within AirAsia's Group to ensure high standards of grooming and deportment by the cabin crew.
- To provide adequate guidance for others involved with engagement in order to build an effective team across the AOCs.
- To frequently employ a variety of analysis tools such as best practice surveys to improve cabin service delivery - gather customer feedback, analyze it and then design specific practices for the organization to implement it accordingly for outstanding guests' experience.
- To be heavily involved in guiding the AOCs level of our Cabin Crew Service as a benchmark in the aviation industry.
- Overseeing performance of Cabin Crew and the standard of In-Flight Service & Professional Development (soft-skills) across AOCs through surveys & feedback.
- Conducting in house training for Cabin Crew Executives, Pursers, Senior Cabin Crew & Cabin Crew when applicable.
- Facilitate in the formulation of Crew members training program(s) and to assist in acquiring the required endorsement (customer service) and ensure its implementation for crew training.
- To conduct audits on third party services to ensure cohesiveness of service rendered.
- To conduct flight observation when necessary to ensure SOP's are met.
- Produce report pertaining to job performance of cabin crews in terms of service delivery via guest satisfaction surveys (Net Promoter Scores - NPS) and align it with company needs,
- Work closely with quality department to ensure high standard of service by the cabin crew
- To ensure all AOC Training Footprints (Regulatory & Non Regulatory) is updated according to the recent changes provided by the company or the authority..
- To ensure training is aligned with the company objectives & departments KPI.
- To coordinate and plan trainings with any appointed service providers or vendors (e.g. CAE)
- To ensure AOCs' CCD to close complaints cases in the system (i.e. Salesforce) within the stipulated time frame.
- To achieve an acceptable ratio of compliments versus the number of guests flying with AirAsia which is set by the management.
- To ensure consistency on service delivery standards among the AOCs, across all hubs and the AirAsia network
- To conduct meetings to gather feedback and submit recommendation for service standards improvement
- To ensure NPS points are achieved on both Cabin Crew and Cabin Environment main tags and evaluate any NPS mitigation plans and monitor effectiveness and efficiency within the AOC

**Qualifications**:

- Experienced Operating Cabin Crew in any Airlines
- At least 5 years of working experience in the Aviation Industry specifically in customer service
- Minimum of 5 years experience as a Trainer with any Airlines or within Aviation Industry
- Must be a Certified Train The Trainer (TTT) by HRDF
- Digital Project Management Experience is an advantage
- Creativity especially in the digital space is a plus
- Working-level knowledge of storyboarding, customer service mapping, and workshop facilitation is desired
- Carrying Allstar