Executive, Digital Transformation - Operations

Job Description

Responsibility

• Implement Business Strategy: Assist in the tactical implementation of strategies and initiatives aligned with established business goals and revenue targets.

• Process & Reporting Management: Contribute to developing and maintaining efficient operational procedures and reports to ensure reliability and compliance.

• Financial & Contract Support: Help track financial records and manage contract processes in collaboration with the Finance Team and legal requirements.

• Coordination: Support the administration of all solution-related activities across relevant group entities (Capital A and AirAsia).

• Primary Contact & Support: Serve as a key point of contact for customers, handling inquiries, managing onboarding, and providing ongoing support to ensure high satisfaction.

• Customer Health & Feedback: Monitor the solution's health, proactively escalate issues, and conduct regular check-ins to gather insights and feedback for continuous improvement.

• Documentation: Assist in creating and maintaining customer-facing documentation (user guides, FAQs) and training materials.

• Internal Advocate: Act as the voice of the customer within internal teams (Product, Engineering, Operations) to ensure customer needs drive development and issue resolution.

• Product Liaison: Work closely with the Product Development team to support timely product enhancements and ensure seamless integration within the broader digital ecosystem.

• Market Expansion: Collaborate with Commercial teams to support market expansion efforts, focusing on customer acquisition and success metrics.

• Stakeholder Management: Develop strong relationships with internal stakeholders to facilitate objective achievement and a unified customer experience.

• Data Insights: Conduct regular data analysis to identify trends and key drivers impacting the business and customer outcomes.

• Performance Reporting: Support the preparation of accurate reports on the solution's performance, tracking against established KPIs and customer success indicators.

Role Responsibility

• Strengthen the Asia Digital Engineering brand image and customer advocacy

• Promote Asia Digital Engineering's culture and values within the organisation and externally

• Act as the voice of Digital & Innovation Services

• Be diligent, ensure completeness, accuracy and timely delivery of actions

• Strive for excellence in the execution of responsibilities and duties

Qualifications

• Possess a recognised Bachelor's Degree in the engineering field

• 3-5 years of working experience in the Engineering Department

• Experience in Technical Service/ Reliability would be an advantage

• Strong analytical skills and comfortable working with data for performance insights.

• Proficiency in creating and maintaining processes, documentation, and reports.

• Good negotiation, commercial thinking, and stakeholder management skills

• Able to prioritise, focus, persevere, manage time well and aim to deliver from start to finish (good project management skills)

• Detail-oriented, creative, analytical and good with numbers and analysis tools (MS-Excel /Google Sheet)

• Have integrity, be ethical, respectful and service-minded able to collaborate with others from different cultures with different values, excellent in providing customer service

• Confident, self-initiator, great coordinator and able to adapt to changes

• Able to network with others, be a team player, curious and strive for learning & self-development

• Excellent verbal and written communication skills in English and Bahasa

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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