Customer Experience Specialist

TIME dotCom Berhad; Shah Alam; On-site; MYR 80,000 - 120,000; Full time

Job summary

A telecommunications company in Malaysia is seeking a Senior Customer Experience Specialist. You will lead initiatives focused on identifying customer friction points and drive changes to enhance the overall experience. The ideal candidate has 6–10 years of CX experience and strong skills in data analysis and stakeholder management. This role involves collaborating with various teams to implement strategic improvements and monitor key metrics.

Qualifications

• 6–10 years of experience in CX or related roles.
• Strong experience in presenting insights to senior management.
• Proven ability to design and execute impactful CX initiatives.

Responsibilities

• Lead studies into customer behaviour through quantitative and qualitative methods.
• Develop and drive CX improvement initiatives with clear business impact.
• Own key customer journeys and ensure performance improvement.

Skills

Customer data analysis

Stakeholder management

Service design

CX improvement initiatives

Design Thinking

Education

Bachelor's degree in a related field

Job description

Job Overview

As a Senior Customer Experience (CX) Specialist, you will lead the identification of customer friction points, design solutions, and drive strategic improvements across key journeys. You will act as a strong voice of the customer, influencing product, operations, and leadership teams toward decisions that enhance long‑term CX differentiation for TIME in a competitive telco market.

Key Responsibilities

• Lead deep‑dive studies into customer behaviour through quantitative and qualitative methods.
• Develop and drive CX improvement initiatives with clear business impact.
• Own key customer journeys and ensure their performance improves over time.
• Present findings, insights, and recommendations to senior stakeholders.
• Work with product, engineering, marketing, and ops to execute changes end‑to‑end.
• Shape long‑term CX strategy and differentiation aligned with brand goals.
• Develop CX governance, frameworks, journey standards, and signature moments.
• Monitor key CX metrics and link improvements to churn, NPS, complaints, and cost‑to‑serve.

Requirements

• Bachelor’s degree in a related field; additional certifications in CX/Design Thinking is a plus.
• 6–10 years of experience in CX, customer research, service design, insights, or related roles.
• Strong experience in analysing customer data and presenting insights to senior management.
• Proven ability to independently design, execute, and measure impactful CX initiatives.
• Strong facilitation and stakeholder management skills.
• Experience influencing cross‑functional teams and driving strategic decisions.
• Ability to balance customer empathy with business strategy and operational feasibility.