Summary
If you’re up for a challenging yet purpose-filled internship, 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.
Responsibilities
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 customer
- 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
Requirements
Undergraduate in Customer Experience Management / Data analytics or related discipline
Good interpersonal skills; a team player
Independent, responsible, proactive, resourceful; a self-starter
Has an keen eye for details
Good situational judgement and critical thinking skills
Able to multi-task under tight deadlines in a rapidly growing company with a dynamic culture
Good and keen interest in customer data analysis and able to present data in a clear and concise manner to stakeholders
