Director, Customer Experience (Loyalty)

Star Alliance is the world’s largest airline alliance.

Established in 1997 as the first truly global airline alliance, Star Alliance was founded on a customer value proposition of global reach, worldwide recognition, and seamless service. Today, guided by a vision for a world effortlessly connected, Star Alliance enriches customer journeys and reinforces loyalty by creating tailored solutions that empower member airlines beyond their individual capabilities. The Star Alliance office in Singapore coordinates the global activities of the Alliance, including managing joint projects on behalf of its26 Members.

Based in the head office in Singapore, the Director, Customer Experience (Loyalty) is a critical leadership position that reports to the Vice President, Customer Experience. This role leads alliance-wide loyalty strategies across member airlines’ Loyalty Programmes, Accrual, Redemption, Status Recognition and Loyalty Fraud. It combines product innovation, digital transformation, and cross-functional stakeholder engagement.

This strategic and results-driven leader plays a pivotal role in shaping the end-to-end journey on the Loyalty space between the 26 member airlines, when passenger travels in a multi-airline journey. The candidate should have experience building consensus among diverse global teams, as well as managing multiple complex projects and product streams simultaneously, balancing strategic vision with operational execution.

Job Summary

Strategic Leadership

· Define and lead the strategy, delivery, and day-to-day operation of Loyalty products and services of Star Alliance.

· Drive innovation through the integration of digital tools and customer-centric solutions, with the focus on continuous improvement.

· Ensure alignment with organisational goals, customer experience objectives, member airline priorities, and business plan commitments.

· Ensure successful delivery of timelines and milestones for each product/project.

· Allocate resources effectively as business, customer, and member airlines needs evolve.

Team Leadership

· Lead and mentor a diverse team of product experts.

· Foster a culture of innovation, teamwork, collaboration, and continuous improvement.

Results-Oriented Execution

· Ensure adherence to established standards by all member airlines.

· Achieve yearly business plan objectives set by member airlines for each product or service.

· Identify risks and challenges proactively and implement effective mitigation strategies and creative solutions to meet performance expectations.

Data & Customer Information

· Leverage data insights to enhance user experiences and support informed decision-making.

· Collaborate closely with Digital Technology, Membership and Business Analytics team to align products with business needs.

Planning Oversight

· Oversee business case development to support Loyalty initiatives.

· Evaluate feasibility studies and oversee the rollout of new initiatives.

Quality Assurance

· Ensure all products and projects meet functionality requirements and customer and member airline expectations.

· Maintain high-quality internal and external documentation, reporting and delivery standards.

· Practice and advocate for a culture of excellence in delivery and work ethics, with strong attention to detail and quality control.

Stakeholder Engagement

· Build meaningful and strong relationships, able to influence internal teams, member airlines, and external partners.

· Represent Star Alliance in external events and senior-level engagements with member airlines.

· Facilitate internal and external meetings and governance forums, leveraging strategic approaches and facilitation techniques to drive alignment and achieve consensus.

Key Performance Indicators

· Business Plan objectives and compliance metrics achieved.

· Frequency and quality of engagement with member airlines.

· On time delivery of product milestones and projects.

· Effectiveness and impact of meetings organised for member airlines, focusing on clarity, engagement, relevance, and actionable outcomes.

· Allocation of resources for an optimal efficiency.

· Data-driven decision making.

· Internal and external stakeholders’ satisfaction score.

Your Profile

· 10+ years of experience in loyalty: airline loyalty (preferred), travel, banking or consulting, including 3+ years of managing teams in an international corporate environment.

· Strong understanding of the commercial structures and economics of airline loyalty programmes.

· Proactive, adaptable, and quick to grasp complex subject matters and evolving ways of working.

· Demonstrated success in being a change champion.

· Timely decision-making ability and demonstrating sound judgement.

· Strong analytical and presentation skills (PowerPoint, Word, Miro, Jira).

· Experience in projects involving IT solutions and external vendors, with a good understanding of project lifecycles, vendor delivery processes, and the roles of Product and Project Leads.

· Strong experience in communicating with impact, meeting facilitation and mediation.

· Strong stakeholder engagement skills, including previous exposure to senior management.

· Skilled inbudgeting and business case development.

· Bachelor’s degree and advanced degree or certifications preferred.

· Fluency in English is essential, as it is the working language for communication with Star Alliance Member Airlines and external stakeholders.

· Willingness and ability to travel internationally.

We Offer

· Full-time position based in our Singapore office

· Comprehensive medical & dental benefits

This is a unique opportunity for highly skilled professionals to apply their talent, creativity, and dedication to a global team focused on delivering value to frequent international travelers who travel on our member airlines.

If you believe you are the perfect candidate, allow us to get to know you and submit your CV to [email protected].