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Kathlyn Low Email & Phone Number

Service Design | Customer Experience | Design Thinking at Changi Airport Group
Location: Singapore, Singapore, Singapore 5 work roles 1 school
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Current company
Changi Airport Group
Role
Service Design | Customer Experience | Design Thinking
Location
Singapore, Singapore, Singapore
Company size
1502 employees

Who is Kathlyn Low? Overview

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Kathlyn Low is listed as Service Design | Customer Experience | Design Thinking at Changi Airport Group, a company with 1502 employees, based in Singapore, Singapore, Singapore. AeroLeads shows a matched LinkedIn profile for Kathlyn Low.

Kathlyn Low previously worked as Service Design Lead | Manager, Quality Service Management at Changi Airport Group and Service Designer | Assistant Manager, Quality Service Management at Changi Airport Group. Kathlyn Low holds Bachelor Of Engineering In Industrial And Systems Engineering from National University Of Singapore.

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Changi Airport Group

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Profile bio

About Kathlyn Low

A great customer experience is by design, not by chance.As a service designer, I walk in the shoes of customers and by looking through their lens, help organisations design and organise their business processes, people and tools to eliminate pain points and deliver delightful service moments to their customers.Design thinking and service blueprinting fuel my service design approach. By applying both methodologies in the service design process, I am able to help organisations achieve the sweet state of being customer-centric, and do so in a consistent and sustainable way for the long run.I have worked on service design projects covering operations to enforcement to customer service touch points. Recently, I have also started to venture into the field of UX design. Knowing that I am making a difference and improving the lives of people - customers, frontline staff and stakeholders - is what makes my work meaningful. I’m looking to connect with fellow service designers to share our design stories. Drop me a message to say hi! =)

Current workplace

Kathlyn Low's current company

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Changi Airport Group
Changi Airport Group
Service Design | Customer Experience | Design Thinking
singapore, singapore
Website
changiairportgroup.com
Employees
1502
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5 roles

Kathlyn Low work experience

A career timeline built from the work history available for this profile.

Service Design Lead | Manager, Quality Service Management

Current
Changi Airport Group
  • Led the service design team to launch Changi Airport’s inclusivity programme for Persons with Disability.
  • Collaborated with airport partners and industry experts to introduce inclusion initiatives across Changi Airport’s physical and digital touch points.Led the UI/UX design of an event management portal.
  • Self-taught the Figma tool, conceptualised the UI design and delivered a high-fidelity prototype to project team within a period of 1 month.
Aug 2019 - Present

Service Designer | Assistant Manager, Quality Service Management

Changi Airport Group
  • Led service design projects across key airport touch points, covering the areas of operations, enforcement and customer service.
  • Performed user research and gap analysis to define touch point’s service gaps, and implemented change initiatives to address gaps.
  • Constructed service blueprints to define the to-be service model.
  • Developed and delivered trainings to get stakeholders and frontline staff acquainted with the new service standards.
Jan 2015 - Jul 2019

Distribution Executive (Sales Policies)

Singapore Airlines
  • Developed and administered sales policies to actualise the organisation's sales and distribution strategies.
  • Re-engineered sales procedures and pushed for digitalisation to drive process improvement and staff efficiency.Drove the enhancements of functionality and UI designs of the travel agent booking website.
  • Grew website's utilisation rate by 10% and achieved a 30% savings in distribution cost.
Dec 2013 - Oct 2014

Development & Process Executive (Quality Management)

Singapore Airlines
  • Oversaw the service quality standards of the Singapore Airlines Priority Passenger, KrisFlyer and Singapore customer contact centres.
  • Increased agents' efficiency and elevated their service delivery standards by introducing interventions such as redesigning and/or automating work processes, developing and conducting knowledge and service skills.
  • Established a service quality assurance programme that improved agents' service performance by 10% and ensured high and sustained compliance to the organisation's customer service framework.
Nov 2010 - Nov 2013

Global Corporate Accounts Manager

Singapore Airlines
  • Managed a portfolio of MNC clients under the Singapore Airlines Global Corporate Travel Programme.
  • Account acquisition, Client account and performance management, Contract negotiationDrove the enhancements of functionality and UI designs of the corporate booking website.
  • Increased corporates' self-service adoption rate and transaction volume on website by 50%.
Oct 2008 - Oct 2010
Team & coworkers

Colleagues at Changi Airport Group

Other employees you can reach at changiairportgroup.com. View company contacts for 1502 employees →

AS Armar Syahid Abdul Razak Armar Syahid Abdul Razak Colleague at Changi Airport Group Singapore, Singapore, Singapore View → CG Cheng Gui Lim Derrick Cheng Gui Lim Derrick Colleague at Changi Airport Group Singapore, Singapore View → PH Ping Hui Lim Ping Hui Lim Colleague at Changi Airport Group Singapore, Singapore View → AA Abdul Aziz Ahmad Abdul Aziz Ahmad Colleague at Changi Airport Group Singapore, Singapore View → NJ Neo Jun Xiong Neo Jun Xiong Colleague at Changi Airport Group Singapore, Singapore View → CH Chen Haoming Chen Haoming Colleague at Changi Airport Group Singapore, Singapore, Singapore View → JT John Tang John Tang Colleague at Changi Airport Group Singapore, Singapore View → MC Michele Chung Michele Chung Colleague at Changi Airport Group Singapore, Singapore View → JC Jasmine C. Jasmine C. Colleague at Changi Airport Group Singapore, Singapore View → KH Karen Heng Karen Heng Colleague at Changi Airport Group Singapore, Singapore View →
1 education record

Kathlyn Low education

FAQ

Frequently asked questions about Kathlyn Low

Quick answers generated from the profile data available on this page.

What company does Kathlyn Low work for?

Kathlyn Low works for Changi Airport Group.

What is Kathlyn Low's role at Changi Airport Group?

Kathlyn Low is listed as Service Design | Customer Experience | Design Thinking at Changi Airport Group.

Where is Kathlyn Low based?

Kathlyn Low is based in Singapore, Singapore, Singapore while working with Changi Airport Group.

What companies has Kathlyn Low worked for?

Kathlyn Low has worked for Changi Airport Group and Singapore Airlines.

Who are Kathlyn Low's colleagues at Changi Airport Group?

Kathlyn Low's colleagues at Changi Airport Group include Armar Syahid Abdul Razak, Cheng Gui Lim Derrick, Ping Hui Lim, Abdul Aziz Ahmad, and Neo Jun Xiong.

How can I contact Kathlyn Low?

You can use AeroLeads to view verified contact signals for Kathlyn Low at Changi Airport Group, including work email, phone, and LinkedIn data when available.

What schools did Kathlyn Low attend?

Kathlyn Low holds Bachelor Of Engineering In Industrial And Systems Engineering from National University Of Singapore.

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