Assistant Manager, CX Strategy, Partnerships & CVP

Malaysia Airlines; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Malaysia Airlines is seeking an Assistant Manager, CX Strategy, Partnerships & CVP to develop and govern enterprise-wide CX strategies. The role collaborates with stakeholders, analyzes customer insights, and builds business cases to improve satisfaction and loyalty.

Responsibilities include managing customer journeys, coordinating CX transformation programmes, and driving innovation to differentiate the brand and support growth. Strong analytics and project execution are essential.

Qualifications

• Bachelor’s degree in Psychology, Marketing, Customer Experience, Service Design, Hospitality Management, or a related discipline.

Responsibilities

• Support CX strategy development, governance, and alignment with corporate objectives across units.
• Map and improve end-to-end customer journeys, identify pain points and opportunities.
• Assist CX transformation programmes and coordinate cross-functional initiatives to enhance loyalty and service excellence.
• Engage stakeholders through workshops and governance forums to drive CX priorities.
• Track CX initiatives and report progress to management.

Education

Bachelor’s degree in Psychology, Marketing, Customer Experience, Service Design, Hospitality Management, or a related discipline.

Job description

Position Title

Assistant Manager, CX Strategy, Partnerships & CVP

Report To

Senior Manager, CX Transformation

Position Summary

This role is responsible for developing, implementing, and governing enterprise-wide Customer Experience (CX) strategies to deliver a seamless, customer-centric journey across all touchpoints. By collaborating with stakeholders and analyzing customer, operational, and market insights, this role identifies experience gaps, shapes long-term CX roadmaps, and builds business cases that enhance satisfaction, loyalty, and competitive differentiation. Ultimately, the successful candidate utilizes strategic thinking, analytics, and project execution skills to drive transformative initiatives that support the Group's vision for long-term growth and service excellence.

Key Accountabilities

CX Strategy

• Support the development, execution, and governance of the Group Customer Experience (CX) Strategy, ensuring alignment with corporate objectives and customer-centric priorities across business units and operating companies.
• Identify, prioritise, and support the implementation of customer experience improvement initiatives, strategic roadmaps, business cases, and transformation programmes across the end-to-end customer journey.
• Monitor industry trends, emerging technologies, and global best practices, including benchmarking against leading airlines and service brands, to drive innovation and service differentiation.

Customer Journey Management

• Map, maintain, and continuously improve end-to-end customer journeys across prioritized touchpoints, identifying pain points, service gaps, and opportunities for enhancement.
• Facilitate customer journey reviews, service design workshops, and cross-functional engagements to develop customer‑centric solutions for key moments that matter.
• Track journey improvement initiatives and promote the integration of customer journey thinking into business planning and operational decision‑making.
• CX Transformation & Innovation
• Support the delivery of Group-wide CX transformation programmes and coordinate cross‑functional initiatives that enhance customer experience across multiple touchpoints.
• Evaluate and support the implementation of emerging technologies, digital solutions, and innovative concepts that strengthen customer loyalty, brand differentiation, and service excellence.
• Drive co‑creation activities and stakeholder engagement to ensure successful adoption of CX initiatives.

Stakeholder Management

• Collaborate with cross‑functional business units and operating companies through CX working groups, governance forums, and strategic initiatives to drive alignment on customer experience priorities.
• Build strong relationships with stakeholders to influence decision‑making, gain buy‑in, and ensure successful delivery of CX programmes and improvements.
• Facilitate discussions, workshops, and engagement sessions to gather insights, foster collaboration, and champion customer‑centric thinking across the organisation.

Governance & Performance Management

• Support the establishment, implementation, and monitoring of CX governance frameworks, standards, and performance measures to ensure consistency across the Group.
• Track strategic CX initiatives, monitor progress against defined objectives, and provide timely reporting and performance updates to stakeholders and management.

Qualifications & Experience

• Bachelor’s degree in Psychology, Marketing, Customer Experience, Service Design, Hospitality Management, or a related discipline.