Customer Experience Systems Admin Specialist

Are you looking for a career opportunity in the aviation industry? Here’s your opportunity to have a great career with a world-class airline company.

Why Join Us?

• Asia’s First and Longest-Serving Airline
• Get a chance to enjoy travel perks for you and your family
• A collaborative work culture and environment

Who Are We Looking For?

• Graduate of Computer Science, Information Technology, or any IT-related course the t
• At least 1 year of experience in systems analysis, digital tools enhancement, or business process improvement
• Hands-on experience in supporting CRM systems, chatbot platforms, telephony, or workflow automation tools (e.g., Salesforce, Twilio, Ada, or similar platforms).
• Experience in Cloud-based platforms
• Experience in Agile Methodologies
• Exposure to airline travel, or customer service industries is a plus

What’s The Role All About?

The Systems Analyst supports the organization’s digital transformation by leading the analysis, enhancement, and implementation of tools such as Salesforce, Ada, and Twilio, ensuring that new and existing systems effectively meet evolving business needs and drive operational efficiency.

Major Responsibility Areas

• Analyze and optimize customer-facing systems and tools: Conduct regular assessments of platforms such as CRM, chatbots, and telephony systems.
• Lead and support digital transformation initiatives: Drive system improvement and automation projects that reduce manual workload, simplify processes, and enhance digital service delivery.
• Develop system workflows and maintain documentation: Create and update process flows, SOPs, and technical guides to support training, change management, and audit readiness.
• Collaborate across departments and with external vendors: Serve as liaison between Customer Experience, Operations, Training, IT, and external solution providers to ensure project alignment and successful delivery.
• Monitor data trends and recommend process improvements: Analyze system reports and usage data to detect patterns, bottlenecks, and areas for improvement.
• Support compliance, governance, and data accuracy: Ensure system configurations and updates comply with internal policies and external regulations.