Cross-Border CX & Journey Lead

Malayan Banking Berhad (Maybank); Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Maybank is seeking a professional to lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, primarily along the Malaysia-Singapore corridor. You will drive the Cross Border Customer Hub as a one-stop service centre and partner with Business, Digital, Operations, and Technology teams.

You will identify pain points, translate insights into actionable initiatives, and develop customer-centric cross-border propositions such as relocation solutions

Qualifications

• Relevant experience in customer journey management, CX, digital transformation, product management, or retail banking.
• Proven track record in mapping, analysing, and enhancing end-to-end customer journeys across digital and physical touchpoints.
• Strong project management and execution capabilities, with the ability to coordinate and collaborate with stakeholders across Business, Product, Digital, Operations, Technology, and external partner teams.
• Sound understanding of customer journey mapping, service design, and process improvement methodologies.
• Excellent communication, stakeholder management, and presentation skills.
• Strong analytical and problem-solving skills.
• Customer-centric mindset with a passion for service excellence, customer satisfaction, and delivering seamless customer experiences, particularly in cross-border banking.

Responsibilities

• Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, especially in the Malaysia-Singapore corridor.
• Drive development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre.
• Identify customer pain points and deliver initiatives to simplify processes and improve touchpoints.
• Develop cross-border propositions (relocation solutions, mortgage offerings, and tailored financial services).
• Collaborate with Business, Digital, Operations, and Technology to improve onboarding, servicing, and digital experiences.
• Leverage insights and data analytics to identify opportunities for journey optimisation and proposition enhancement.
• Support remote account opening for Singapore customers and review internal policies to improve access and service delivery.

Skills

Customer journey management

Customer experience

Digital transformation

Product management

Retail banking

Mapping & analysis

Project management

Job description

Maybank is seeking a professional to lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, primarily along the Malaysia-Singapore corridor. You will drive the Cross Border Customer Hub as a one-stop service centre and partner with Business, Digital, Operations, and Technology teams.

You will identify pain points, translate insights into actionable initiatives, and develop customer-centric cross-border propositions such as relocation solutions