Chief Digital & CX Experience Lead

U Mobile; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Comprehensive medical, dental, optical

Insurance benefits

Flexi working hours

Staff device subsidy

Smart casual attire

ParentalLeave

Employee discounts

Public transport access

Convenient location

Job summary

U Mobile is seeking a seasoned leader to define and execute digital channel and CX strategy across all enterprise products. You will own end-to-end digital journeys—from discovery and onboarding to self-service and lifecycle management—and ensure seamless integration between digital and offline touchpoints to deliver superior customer outcomes.

Lead UX/UI design and drive continuous optimization of web and app experiences using customer insights and analytics.

Qualifications

• Bachelor’s degree in Business, Marketing, Technology or related field; MBA is an advantage.
• 10+ years experience in digital, product, product development or customer experience roles with leadership responsibilities.
• Strong expertise in digital product management, UX/UI, and customer journey design.

Responsibilities

• Define and drive digital channel and CX strategy aligned with enterprise product and business growth objectives.
• Own end-to-end digital customer journeys including lead capture, onboarding, order management, fulfilment, and self-service.
• Lead UX/UI design and continuous optimization of web and app experiences based on customer insights and analytics.
• Develop and manage product development platforms with IT and digital enablers to accelerate product releases and enhancements.
• Drive omni-channel integration ensuring seamless experience across digital, sales, and service touchpoints.
• Collaborate with product, IT, marketing, and sales teams to translate business requirements into digital solutions.
• Build and lead a high-performing digital and CX team.

Skills

Digital product management

UX/UI

Customer journey design

Leadership

Stakeholder management

Education

Bachelor’s degree in Business/Marketing/Technology

MBA

Job description

U Mobile is seeking a seasoned leader to define and execute digital channel and CX strategy across all enterprise products. You will own end-to-end digital journeys—from discovery and onboarding to self-service and lifecycle management—and ensure seamless integration between digital and offline touchpoints to deliver superior customer outcomes.

Lead UX/UI design and drive continuous optimization of web and app experiences using customer insights and analytics.