Assistant Manager/Manager - Customer Experience

Hong Leong Bank; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Hong Leong Bank is seeking an Assistant Manager/Manager for Customer Experience to enhance customer journeys and foster a customer-centric culture. This crucial role involves project management, facilitating workshops, and driving internal communications. Candidates should possess a relevant degree and expertise in customer experience, demonstrating strong analytical and leadership skills.

Qualifications

• 3 years and above experience in customer experience or business transformation.
• Exceptional command of written and verbal communication.
• Comfortable operating in a fast-paced environment.

Responsibilities

• Lead CX project management from planning through execution.
• Facilitate CX workshops and compile feedback.
• Drive internal CX communications.

Skills

Customer Centricity

Leadership

Analytical Thinking

Facilitation

Communication

Education

Bachelor’s degree in Business, Marketing, Psychology, Communications, or related field

Tools

Microsoft PowerPoint

Excel

Project Tracking Tools

Canva

Job description

Assistant Manager/Manager - Customer Experience page is loaded

Assistant Manager/Manager - Customer Experience

Apply locations HLT-Hong Leong Tower time type Full time posted on Posted Yesterday job requisition id JR0000021257

If you are looking to excel and make a difference, take a closer look at us…

Overview

Join us as Customer Experience (CX) Assistant Manager/ Manager to help us make our customer-first vision a reality. This is a crucial role for driving end-to-end CX programs that improve customer journeys, cultivate a customer-centric culture, and foster cross-functional collaboration for exceptional experiences. If you're a strategic, hands-on, and creative individual who enjoys working with people and takes pride in delivering meaningful customer experience improvements, this opportunity is perfect for you.

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

Key Responsibilities and Accountabilities
Functional(job responsibilities)

• Lead CX project management, ensuring customer experience initiatives stay on track from planning through the execution of workshops, training sessions, conferences, and internal events.

• Facilitate CX workshops, which includes designing, planning, and leading engaging sessions, as well as compiling feedback, summarizing insights, supporting strategic reporting, and ensuring follow-up actions for accountability.

• Deliver CX training by creating and conducting comprehensive content and actively engaging participants to deepen their understanding of exceptional customer experiences.

• Organize CX Awards, taking full ownership of the annual program from concept and evaluation process design to orchestrating a celebratory event that recognizes and promotes CX successes.

• Drive internal CX communications, crafting compelling messages and managing content across various channels (e.g., the CX site) to spearhead campaigns that embed a customer-first mindset and translate CX principles into daily operations.

• Improve customer journeys by supporting in-depth audits and leading benchmarking analysis, which involves assessing current experiences against industry best practices to identify enhancement opportunities.

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

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

Experience/Requirements

• 3 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.

• Comfortable operating in a fast-paced, ambiguous environment with high visibility.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Realise your full potential at Hong Leong Bank by applying now.

About Us

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.

HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.