Angeline Khoo | Vice President Customer Experience
Singapore Airlines Limited

Angeline Khoo, Vice President Customer Experience, Singapore Airlines Limited

Ms Angeline Khoo was appointed Vice President Customer Experience on 1 July 2018. She
oversees the customer insights, business analytics, experience design and change
management teams to further improve Singapore Airlines (SIA) emphasis on delivering
exceptional customer experiences worldwide using an outside-in, human-centred design
and journey approach, and leveraging on data analytics for better decision making.

Prior to this appointment, she was the Vice President Inflight Services that handles designs
of all in-cabin products & experiences, such as Food & Beverages, Inflight Serviceware,
Amenities, Operations, Cabin Soft Furnishing and Galley designs. She was actively involved
in the design, delivery and launch of the latest suite of inflight products on SIA’s new A380,
B787-10 & A350 Ultra Long Range aircraft.

In her 20 years of experience in SIA, Ms Khoo has helmed the Customer Affairs department
handling customers’ feedback and comments, spearheading improvement in processes and
service quality on all customer touch points, and driving the corporate Transforming
Customer Service (TCS) initiative to invigorate the organisation to achieve greater heights in
service excellence.

Preceding that, Ms Khoo headed the Cabin Crew Services Development department,
leading a team responsible for planning and development of SIA inflight experience and
cabin crew service procedures to ensure that SIA continues to set the benchmark for
impeccable inflight service standards and delivering memorable travel experience. She also
spent six years in Loyalty Marketing department spearheading the strategic development of
the PPS Club and KrisFlyer frequent flyer programme and the loyalty servicing including
operations. Ms Khoo started her SIA career in Commercial Technology division focusing on
Service Technology.

As the chairperson of the Singapore Airlines Charity Gala in 2014 (as part of the SG50
events) and 2017 (SIA 70th Anniversary), she has helped raised more than SGD5M in total
for the adopted charities.

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