Assistant Manager/ Manager - Customer Experience

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join a leading financial institution as a Customer Experience Assistant Manager/Manager in Kuala Lumpur. This strategic role encompasses driving customer experience improvements, facilitating impactful workshops, and leading internal communications. Ideal candidates are proactive, skilled in customer-centric strategies, and have a proven background in business transformation or change management.

Qualifications

• 3+ years in customer experience, business transformation, or change management roles.
• Exceptional written and verbal communication skills.
• Comfortable working with diverse stakeholders.

Responsibilities

• Lead CX project management and ensure timely execution of initiatives.
• Facilitate engaging CX workshops and summarize insights.
• Drive internal CX communications across various channels.

Skills

Customer-centric mindset

Business acumen

Analytical thinking

Executive-level communication

Facilitation skills

Education

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

Tools

Microsoft PowerPoint

Microsoft Excel

Project tracking tools

Canva

Job description

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.

HLB Careers link:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/HLT-Hong-Leong-Tower/Assistant-Manager-Manager---Customer-Experience_JR0000021257

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/