Cross-Border Customer Experience Architect

Maybank; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 300,000; Full time

Job summary

Maybank is seeking a Customer Journey & Experience Manager to design, manage, and continuously enhance the end-to-end customer experience across the Malaysia-Singapore Cross Border Corridor. You will lead journey design, map touchpoints, and drive initiatives that strengthen cross-border value for clients.

Collaborating with Business, Digital, Operations, and Technology teams, you will translate customer insights into practical improvements, launch the Cross Border Customer Hub, and support

Qualifications

• Relevant experience in customer journey management, customer experience (CX), digital transformation, product management, or retail banking.

Responsibilities

• Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, particularly within the Malaysia-Singapore corridor.
• Drive the development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre to support cross-border customer needs.
• Identify customer pain points and deliver initiatives to simplify processes and improve the overall customer experience across key touchpoints.
• Develop and enhance customer-centric cross-border propositions, including relocation solutions, mortgage offerings, and other tailored financial services.
• Collaborate closely with Business, Digital, Operations, and Technology teams to improve onboarding, servicing, and digital customer experiences.
• Leverage customer insights, feedback, and data analytics to identify opportunities for journey optimisation and proposition enhancement.
• Support strategic initiatives such as enabling remote account opening for Singapore customers and reviewing internal policies or processes to improve access and service delivery for cross-border customers.

Skills

Customer journey management

Customer experience (CX)

Digital transformation

Product management

Retail banking

Job description

Maybank is seeking a Customer Journey & Experience Manager to design, manage, and continuously enhance the end-to-end customer experience across the Malaysia-Singapore Cross Border Corridor. You will lead journey design, map touchpoints, and drive initiatives that strengthen cross-border value for clients.

Collaborating with Business, Digital, Operations, and Technology teams, you will translate customer insights into practical improvements, launch the Cross Border Customer Hub, and support