Customer Experience Manager/ Senior Manager

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

Customer Experience Manager/ Senior Manager

The Customer Experience (CX) Manager plays a strategic role in shaping and optimizing the end-to-end customer journey — ensuring every touchpoint reflects consistency, efficiency, and excellence.

This role is responsible for transforming customer insights into actionable strategies that elevate satisfaction, retention, and brand loyalty.

You will lead cross‑department initiatives, working closely with teams in UI/UX, Marketing, Sales, Customer Service (CS/CC), and Data Analytics & Business Intelligence (DBI) to deliver meaningful and measurable improvements to the overall customer experience.

The ideal candidate is both data-driven and result-oriented, combining analytical rigor with human‑centered thinking to enhance every aspect of the customer journey.

Key Responsibilities

• Design, implement, and continuously improve customer experience strategies aligned with organizational and client objectives.
• Map and analyze the full customer journey — identifying pain points, behavioral patterns, and opportunities for innovation.
• Develop actionable roadmaps to enhance satisfaction, reduce churn, and increase customer lifetime value (CLV).
• Ensure a seamless and consistent experience across all touchpoints — including marketing, sales, onboarding, support, and post‑service interactions.
• Collaborate with the DBI team to gather and interpret quantitative and qualitative CX data.
• Monitor and analyze core CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Utilize tools like Looker Studio, GA4, Grafana, or Power BI to build CX dashboards and visualize performance insights.
• Translate data insights into clear recommendations and action plans for C‑level and operational teams.
• Partner with UI/UX designers to ensure customer feedback directly informs interface and experience improvements.
• Work closely with Marketing and Sales teams to align campaigns and communications with customer expectations and journey stages.
• Collaborate with Customer Service (CS/CC) to enhance service delivery, tone of voice, and resolution processes.
• Liaise with Operations and Product teams to translate insights into process or product improvements that enhance customer engagement.
• Promote a customer‑centric culture by driving awareness and training sessions across all departments.
• Evaluate and refine customer‑facing workflows, Standard Operating Procedures (SOPs), and feedback loops.
• Identify inefficiencies and propose data‑backed solutions for automation or service streamlining.
• Implement scalable best practices to improve response time, resolution quality, and service empathy.
• Oversee the collection, categorization, and analysis of customer feedback through surveys, reviews, social channels, and service touchpoints.
• Develop frameworks to ensure feedback directly informs business and design decisions.
• Recognize and celebrate outstanding internal contributions that deliver exceptional customer experiences.
• Lead initiatives to enhance customer advocacy and long‑term engagement.

Requirements

• Bachelor’s Degree in Business, Marketing, Communications, Data Analytics, or a related discipline.
• 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 and visualization tools (e.g., Looker Studio, GA4, Grafana, Power BI).
• Experience in journey mapping, service design, and process improvement.
• Familiarity with CRM and CX systems (e.g., Salesforce, HubSpot, Zendesk).
• Exceptional analytical, communication, and stakeholder management skills.
• Demonstrated leadership and the ability to influence cross‑functional teams.
• Strong empathy and passion for understanding and anticipating customer needs.