Customer Experience Architect | Data-Driven CX Lead

Envision Talent Sdn Bhd; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading firm in customer service management is seeking a Customer Experience Manager in Malaysia to shape and optimize the customer journey. The ideal candidate will drive cross-department initiatives, transform customer insights into actionable strategies, and ensure a consistent, efficient experience across all touchpoints. Key responsibilities include developing customer experience strategies, analyzing customer journey data, and collaborating with UI/UX, Marketing, and Sales teams. This position demands strong analytical and interpersonal skills to elevate customer satisfaction and loyalty.

Qualifications

• 5–8 years of relevant experience in Customer Experience, Service Excellence, or Customer Success roles.
• Proven ability to design and execute data-driven CX strategies using analytics tools.
• Exceptional analytical, communication, and stakeholder management skills.

Responsibilities

• Design and improve customer experience strategies.
• Map and analyze the full customer journey.
• Collaborate with cross-functional teams for customer feedback integration.
• Monitor and analyze core customer experience metrics.

Skills

Data-driven decision-making

Customer journey optimization

Analytical skills

Stakeholder management

Process improvement

Empathy for customer needs

Education

Bachelor’s Degree in Business, Marketing, Communications, or Data Analytics

Tools

Looker Studio

GA4

Grafana

Power BI

CRM systems (e.g., Salesforce, HubSpot, Zendesk)

Job description

A leading firm in customer service management is seeking a Customer Experience Manager in Malaysia to shape and optimize the customer journey. The ideal candidate will drive cross-department initiatives, transform customer insights into actionable strategies, and ensure a consistent, efficient experience across all touchpoints. Key responsibilities include developing customer experience strategies, analyzing customer journey data, and collaborating with UI/UX, Marketing, and Sales teams. This position demands strong analytical and interpersonal skills to elevate customer satisfaction and loyalty.