Intern, Customer Experience

Summary

If you’re up for a challenging yet purpose-filled role, we welcome you to our team!
You will be part of Scoot's 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 Scoot's 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.

Job Description

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