Customer Experience Manager

Deriv; Cyberjaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading company in fintech is seeking a Customer Experience Manager to spearhead innovative strategies that enhance client journeys. You will lead a skilled team, utilize data analytics, and ensure regulatory compliance to elevate customer satisfaction and loyalty. This role offers an opportunity to make a substantial impact on customer engagement and brand development in a dynamic environment.

Benefits

Competitive compensation

Professional development opportunities

Diverse and inclusive workplace

Qualifications

• 5-8 years in customer management and people management, ideally in fintech.
• Strong data-driven decision-making experience.
• Record of effective team leadership.

Responsibilities

• Drive performance measurement and data analytics.
• Lead, mentor, and develop high-performing CX teams.
• Develop and implement comprehensive CX strategies.

Skills

Analytical abilities

Leadership

Communication

Education

Bachelor's degree in business, marketing or related field

Tools

Customer support software

Analytics tools

Job description

Are you ready to push your career to the next level by spearheading innovative customer experience strategies on a global stage? As the Customer Experience Manager at Deriv, you’ll transform your deep passion for exceptional service into pioneering initiatives that shape the client journey and elevate brand loyalty. In this high-impact position, you’ll drive customer-centric innovation by understanding evolving needs, leading elite teams through dynamic touchpoints, and ensuring that every interaction with Deriv is seamless, positive, and adds real value to our customers.

You'll be expected to leverage AI within your department to automate difficult processes, freeing up your team to focus their efforts on more impactful and meaningful customer-facing initiatives.

AI is being embedded into our company DNA, across every department. For further information, please read our guide: ‘ AI at Deriv: Your future fuelled by innovation '.

Your Challenges:

• Drive Performance Measurement & Data Analytics: Define, track, and analyse critical CX metrics (e.g., CSAT, NPS, CES) while leveraging extensive customer data to fuel continuous improvement and quantify ROI.
• Promote Cross-Functional Collaboration & Stakeholder Engagement: Collaborate with product, technology, marketing, and support teams to integrate CX initiatives seamlessly, ensuring insights influence decision-making across the organisation.
• Lead, Mentor & Develop CX Teams: Provide strong leadership and mentorship to cultivate a high-performing, innovative team and achieve strategic CX objectives.
• Embrace Industry Trends & Technological Innovation: To maintain a competitive edge, stay ahead of evolving customer experience trends and rapidly adapt to emerging technologies, including AI and online trading advancements.
• Ensure Regulatory Compliance: Implement and oversee CX initiatives that strictly adhere to industry regulations and standards, safeguarding customer trust and upholding data integrity.
• Develop & Implement CX Strategy: Work with your VP/Manager to Design and execute comprehensive customer experience strategies aligned with business objectives to enhance satisfaction, loyalty, and advocacy.
• Optimise Customer Journeys & VoC: Work with your VP/Manager to map and analyse customer pathways to identify pain points, refine key touchpoints, and establish robust Voice-of-Customer programs that drive actionable insights.
  
  

Requirements:

• Have a Bachelor's degree in business, marketing, or a related field
• Possess 5-8 years of progressive experience in customer management and people management, preferably in fintech or trading
• Demonstrate strong analytical abilities with a track record of data-driven decision-making
• Exhibit proficiency with customer support software and analytics tools
• Have a proven record of excellent team leadership and development skills
• Showcase strong communication skills to effectively engage with both customers and internal stakeholders
  
  

Company Culture

• Join a diverse, inclusive workplace that values innovation and cross-cultural collaboration.
• Enjoy competitive compensation, professional development opportunities
• Be part of a company recognised for excellence and committed to career growth opportunities.
  
  

We are an equal-opportunity employer committed to diversity and inclusion. We take pride in our Great Place to Work and IIP Platinum certifications, which reflect our commitment to creating an exceptional work environment across 15+ offices globally.

Our culture is unique, and we live by our values and leadership principles. Find out more about life at Deriv here .