Assistant Manager, CX Strategic Initiatives & Transformation

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

Affin Bank Berhad is seeking an Assistant Manager for CX Strategic Initiatives and Transformation at Menara Affin, TRX. This role focuses on project management and strategic planning to improve customer experience, requiring collaboration with internal stakeholders and strong analytical skills. Join us to make a significant impact in creating a customer-centric culture.

Qualifications

• Experience in project management with a focus on customer experience.
• Strong analytical skills for strategic planning and data analysis.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Serve as key liaison for CX transformation and monitor project progress.
• Lead implementation of customer experience enhancement strategies.
• Promote customer-centric initiatives and change management.

Skills

Project Management

Strategic Planning

Customer-Centric Approach

Communication

Stakeholder Management

Budget Management

Job description

Assistant Manager, CX Strategic Initiatives & Transformation

Apply at Menara Affin, TRX | Full-time | Posted Today | Requisition ID: JR103299

Create your future with Affin!

Join us at AFFIN, where open minds meet and inspire each other through a shared commitment to excellence. Stay at the forefront of the industry and make a meaningful impact.

Key Responsibilities

1. Project Management: Serve as the key liaison for CX transformation, monitor project progress, and consolidate updates. Lead the implementation of strategies to enhance customer experience. Assist in developing project plans, timelines, and deliverables, proactively addressing potential roadblocks.
2. Strategic Planning: Support the development of CX strategies aligned with organizational goals. Conduct market research, benchmarking, and data analysis to identify best practices and innovative strategies. Collaborate with unit heads on annual plans and initiatives.
3. Customer-Centric Culture: Promote and develop customer-centric initiatives and change management programs to foster a service-oriented culture across the bank.
4. Communication & Reporting: Create communication strategies, oversee content creation for newsletters and reports, and ensure messaging aligns with CX goals. Prepare updates and reports for leadership.
5. Cross-Collaboration & Stakeholder Management: Build strong relationships with internal stakeholders, serve as a trusted advisor, and incorporate feedback into project planning. Ensure alignment across teams on goals and priorities.
6. Budget & Vendor Management: Assist in budget planning, monitor expenses, liaise with procurement, and manage vendor relationships and renewals.
7. Reporting & Administration: Develop tracking mechanisms and dashboards for KPIs, prepare status reports, and support meeting coordination and documentation.

Additional Information

Similar roles include Assistant Manager, CX Insights & Measurement, and Lead, Customer Journey Innovation, both based at Menara Affin, TRX.

Join AFFIN as we evolve into a future-ready financial institution, embracing innovation and technology to deliver unparalleled customer service. We seek colleagues aligned with our values and ready to make a difference.

Our tagline “Always About You” reflects our dedication to understanding and meeting customer needs, fostering loyalty, and building a reputation for creativity and innovation. We prioritize our people and our community, continuously adapting to the digital age to provide exceptional service.