Customer Journey Design Architect

Astro; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Astro is seeking a Senior Associate in Customer Journey Design in Kuala Lumpur to design, improve and safeguard the end-to-end customer experience across our products and services. You will translate customer insight into redesigned journeys, service standards, and production-ready changes across multiple touchpoints.

You will lead CX projects end-to-end, collaborate with diverse teams, and establish robust governance, standards and feedback loops to continually enhance customer advocacy and

Qualifications

• Bachelor’s degree in business, Marketing, Communications, Design, Analytics or related discipline.

Responsibilities

• Design end-to-end customer journeys across products, services and touchpoints (self-service and assisted).
• Analyse journey stages using VoC data and operational metrics to identify friction and opportunities.
• Redesign and prioritise improvements with cross-functional teams, sizing impact and value.
• Define messaging and communications for each journey stage to ensure clarity and consistency.

Education

Bachelor’s degree

Job description

Astro is seeking a Senior Associate in Customer Journey Design in Kuala Lumpur to design, improve and safeguard the end-to-end customer experience across our products and services. You will translate customer insight into redesigned journeys, service standards, and production-ready changes across multiple touchpoints.

You will lead CX projects end-to-end, collaborate with diverse teams, and establish robust governance, standards and feedback loops to continually enhance customer advocacy and