Head of Customer Experience and Innovation

Join Us as the Head of Customer Experience & Innovation

Are you ready to shape the future of customer experience and digital innovation? We're looking for a visionary leader to join our brand-new, dynamic team, reporting to the Group GM of Digital Transformation. This is a unique opportunity to drive customer excellence and lead our Centre of Excellence (CoE) for AI, positioning our company as an industry thought leader. If you're passionate about innovation and ready to make an impact, this role is for you.

**The Role**:
As the Head of Customer Experience and Innovation, you will lead the charge in transforming customer interactions across multiple business channels, both in-person and online. You'll work closely with key stakeholders to ensure an integrated, seamless customer journey, while driving our digital innovation agenda. From embedding customer experience (CX) principles in every touch point to establishing a cutting-edge AI CoE, your work will set the stage for industry-leading customer experiences. This role is all about making bold moves—taking creative risks, leading cross-functional teams, and leveraging data-driven insights to create meaningful business value.

**About You**:
You're a natural leader with over 5 years of experience in customer experience, digital transformation, or innovation leadership. You thrive in fast-paced, collaborative environments and have a deep understanding of CX principles, design thinking, and AI technology. You're not just a strategic thinker, you're hands-on, with strong communication and stakeholder engagement skills. Your ability to inspire teams and innovate across channels makes you the ideal person to drive change and deliver outstanding results.

**To set you up for success, you'll have**:

- Proven leadership and people management experience in a CX or innovation role.
- Deep expertise in customer journey design, digital transformation, and AI technology.
- A strategic mindset with the ability to balance creativity, business acumen, and technical know-how.
- Exceptional communication skills and experience in stakeholder management.
- A passion for continuous improvement, innovation, and delivering tangible business outcomes.

**The Impact**:
Your impact will be felt across every corner of the business. By leading CX strategies that enhance customer satisfaction and loyalty, you'll help drive growth, improve service delivery, and establish us as an innovation powerhouse. Your work with the AI CoE will position the company as a leader in leveraging AI to revolutionise customer interactions, ensuring we remain at the forefront of industry trends. Ultimately, your leadership will create lasting improvements in customer experience, boost business performance, and foster a culture of innovation.

**What else is in it for you?**

We have a huge array of employee benefits including:

- Flexible working arrangements
- Discounted dry cleaning
- Free visits to the Sky Tower
- Fully covered health insurance
- Subsidised staff meals for $2.50
- Parking at $8 per day
- Life insurance coverage
- Discounts across all outlets
- At SkyCity, our career opportunities are as diverse as our workforce. We don't just embrace differences; we value and support them. Our hiring is centred on capability and performance, regardless of gender, gender identity, race, origin, age, educational background, disability, or religious beliefs. We're here to empower you to shine. Our willingness to adapt ensures you can chart your path with us Join us at SkyCity and be extraordinary by being you._

**_ S_**_kyCity takes its commitment to Host Responsibility seriously. Every member of our team, no matter their role, contributes towards SkyCity's culture of customer care._