"The Secrets of Shining Women" is an interview series showcasing women who excel in a variety of fields, including work and home. Our 13th installment features Chiaki Ozawa of the Customer Satisfaction & Product Service Department, who was the lead project manager for All Nippon Airways (ANA)'s new uniforms, marking the airline's first uniform renewal in 10 years. Since joining the company, Ozawa has built her career as a flight attendant. While still on the job, she also hosts internal seminars to promote customer satisfaction and serves as a bridge between the field and upper management. We asked her about her secret to staying active and enjoying her busy days. What made you want to become a flight attendant? I can't even remember, but in my elementary school graduation essay, I apparently wrote, "I want a job that spans the world." I think I developed a vague admiration and interest for other countries after traveling abroad with my family. At the time, there were only a limited number of jobs available for women to work overseas, and flight attendant was the one I felt closest to. However, my job search didn't go smoothly, and after being rejected by several companies, I still remember the joy I felt when I received word from ANA that I'd been accepted.

--When do you feel the most rewarding part of being a flight attendant?

It's when I feel "tired" in a good way. For example, when I'm on a fully booked New York route, responding to various customer requests, I feel a sense of accomplishment upon arrival, like "I accomplished it!"

--Is there anything that makes you feel good about being an ANA flight attendant?

Looking back now, I feel I've been blessed with great people. Not only my peers, but also my juniors and seniors. I still have personal connections with many people who have already left the company. While I think there are still areas for improvement and challenges in the working environment for women on a global scale, I think it's much easier to work here than when I joined. More women are returning to work after giving birth, and fewer people are quitting when they go on maternity leave. Currently, there is at least one mother flight attendant on every flight.

--Please tell us about the background to the first uniform renewal in 10 years.

In December 2012, ANA announced a uniform renewal to mark the 60th anniversary of its founding. Since 2015 marks the 10th anniversary of the current uniforms, we wanted to give customers a sense of the reborn ANA by renewing the uniforms of our frontline staff, including flight attendants and airport ground staff.

--How did the new uniform project proceed?

First, we launched the project with approximately 15 department managers from a wide range of departments, including the frontline staff department, product strategy department, and marketing department, and began by discussing "what we wanted to represent ANA through the uniforms." We decided on concepts for the new uniforms, such as "challenge" and "Japanese hospitality." We also decided on a specific policy of moving away from the previous chic colors of black and navy blue and using our corporate color, blue. We then decided to commission fashion designer Prabal Gurung to create a design, believing that he would embody the ANA brand and the new uniform concept.
--How was Ozawa involved in this project?
I'm in the lead department, and I'm responsible for coordinating the overall project. While opinions from a large number of people tend to prevail, I always need to go back to what's best for the ANA brand and make adjustments to ensure we don't lose focus. On February 1, 2015, the uniforms of approximately 13,000 frontline staff will finally be changed all at once, and I'm looking forward to seeing customers' reactions.
--The new uniforms have an elegant feel, based on gray. What are the key features and characteristics of the design?
The most distinctive feature is the adoption of gray, which completely changes the overall color scheme to a brighter impression. While maintaining a refined, formal feel, the blue line on the back is the highlight, and the back design is also innovative and conscious of the ANA brand. Functionality was also a major consideration, and the materials were carefully selected. Frontline staff tried on samples multiple times and performed actual work, and we spent six months verifying the functionality of the new uniforms. In fact, even the length of a skirt is calculated down to the millimeter, taking into consideration both aesthetic beauty and ease of movement.

--What are some of ANA's appearance and grooming initiatives?

We value "unity" and "empowering individuality." We've also changed our guidelines to match the new uniforms. For hair, we now style it up with an emphasis on the back, and for makeup, we choose colors that emphasize the overall look, such as the color of the blouse. This gives employees more freedom in terms of style. We strive to create a grooming style that highlights each individual's individuality while still providing a professional impression to customers.

Some employees are worried about whether the new uniforms will suit them, so it's our role to provide mental support as well. The new uniforms look even better when worn by confident people, so we want everyone to wear them with confidence.

--In addition to your regular flights as a flight attendant and the new uniform project, you're also planning customer service seminars for department and division managers within the company. Do you have any tips for getting through those busy days?

I think that no matter where I work, I share the same goal: how customers perceive me as an ANA employee, and that the people at the end of the work are my customers.

I've only been in a managerial position, juggling ground operations and flight attendant duties, for about six months, but I've become better at switching between work and personal time than before. Now, if there's work I need to do, I'll cut down on my sleep to get to it, but once I've completed it to a satisfactory level, I take my days off and relax. If I think about work all the time, I end up furrowing my brow and becoming careless about what I wear, so I realized I needed to reset. Thanks to this, I've been blessed with a great team, and my superiors support me in making my work easier. Now that I'm in a position of responsibility, managing my health is also one of my responsibilities.

--How do you take a good break?

Projects often take a long time, so I set small goals for myself within the time frame to mark milestones. I plan rewards for myself, like, "Once I finish this, I'll have this fun." Recently, I'm planning a trip to a hot spring with five of my classmates, and I'm really looking forward to it.

--What does work mean to you, Ozawa?

It may be a common saying, but I think it's one of the tools that confirms that I'm alive. When I feel needed by the world through my work, or when people say "thank you," I feel like I'm contributing to someone or something, so I want to continue working as long as my body allows.

--Is there anyone I admire or would like to meet?

I respect people who work enthusiastically and without showing any signs of fatigue while raising children. I think that not only staying beautiful, but also having a positive aura of happiness has a positive influence on those around them.

The person I would like to meet is an athlete. I would like to ask Olympic medalists and other people who devote their energy to a single sport about how they train their minds.

In the second half of the interview, we asked about the beauty and fashion tips that are unique to flight attendants.