Manager, Customer Experience

We are looking for a proactive, strategic, and hands-on Customer Experience (CX) Manager to help make our customer-first vision a reality. You will lead end-to-end CX programs designed to improve customer journeys, cultivate a customer-centric culture, and foster cross-functional collaboration to deliver iconic experiences. This role is ideal for a creative leader who takes pride in driving meaningful, measurable improvements and navigating both strategy and execution in a fast-paced environment.

The successful candidate(s) will report to the Head of Customer Experience & Insights.

Key Responsibilities And Accountabilities

Functional (job responsibilities)

• Lead the end-to-end delivery of CX initiatives, ensuring milestones are met from initial planning through execution of workshops and internal events.
• Design and facilitate engaging CX workshops, synthesizing feedback into strategic insights to drive post-session accountability and reporting.
• Develop and deliver comprehensive CX training modules while integrating global trends to recommend innovative process improvements.
• Take full ownership of the annual CX awards, managing the nomination, evaluation, and event execution to celebrate service success.
• Champion the customer-first mindset through strategic storytelling and content management across internal communication channels.
• Identify journey friction points through data and benchmarking to redesign end-to-end processes aligned with NPS targets.
• Manage the Customer Service Charter and establish tracking systems to ensure measurable quarterly service level improvements.
• Provide guidance and direction to direct reports, fostering a high-performance culture rooted in ownership and pride

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Bachelor's degree in Business, Marketing, Psychology, Communications, or a related field.

Experience/Requirements

• 8 years and above in customer experience, business transformation, or change management roles.
• Proficiency in Microsoft PowerPoint, Excel and project tracking tools.
• Familiarity with design tools like Canva or other digital platforms is a plus.
• Exceptional command of executive-level written and verbal communication.
• Comfortable facilitating discussions, guiding conversations and working with diverse stakeholders.
• Strong business acumen and analytical thinking, grounded in a customer-first mindset and strong ability to navigate both strategy and execution.