Customer Journey & Experience Manager

Maybank; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Maybank is seeking a Customer Journey & Experience Manager to design, manage, and continuously enhance the end-to-end customer experience across the Malaysia-Singapore Cross Border Corridor. You will lead journey design, develop the Cross Border Customer Hub, and collaborate with Business, Digital, Operations, and Technology teams to improve onboarding and servicing.

The role emphasizes leveraging insights and data analytics to drive improvements, with a focus on cross-border propositions and

Qualifications

• Relevant experience in customer journey management, CX, digital transformation, product management, or retail banking.
• Proven track record in mapping, analysing, and enhancing end-to-end customer journeys across digital and physical touchpoints.
• Strong project management and execution capabilities, coordinating with multiple stakeholders across Business, Product, Digital, Operations, Technology, and external partners.
• Understanding of journey mapping, service design, and process improvement with exposure to product launches, implementation initiatives, and credit policy enhancements.
• Excellent communication, stakeholder management, and presentation skills to engage and influence senior management, cross-functional teams, and external partners.
• Strong analytical and problem-solving skills translating customer insights into actionable improvements and measurable outcomes.
• Customer-centric mindset with a passion for service excellence, customer satisfaction, and delivering seamless customer experiences in cross-border banking.

Responsibilities

• Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, particularly within the Malaysia-Singapore corridor.
• Drive the development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre to support cross-border customer needs.
• Identify customer pain points and deliver initiatives to simplify processes and improve the overall customer experience across key touchpoints.
• Develop and enhance customer-centric cross-border propositions, including relocation solutions, mortgage offerings, and other tailored financial services.
• Collaborate closely with Business, Digital, Operations, and Technology teams to improve onboarding, servicing, and digital customer experiences.
• Leverage customer insights, feedback, and data analytics to identify opportunities for journey optimisation and proposition enhancement.
• Support strategic initiatives such as enabling remote account opening for Singapore customers and reviewing internal policies or processes to improve access and service delivery for cross-border customers.

Skills

customer journey management

customer experience

digital transformation

product management

retail banking

project management

stakeholder management

Job description

The Customer Journey & Experience Manager is responsible for designing, managing, and continuously enhancing the end-to-end customer experience across the Malaysia-Singapore Cross Border Corridor. The role focuses on improving customer journeys, developing customer-centric solutions, and driving initiatives that strengthen Maybank's cross-border value proposition.

• Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, particularly within the Malaysia-Singapore corridor.
• Drive the development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre to support cross-border customer needs.
• Identify customer pain points and deliver initiatives to simplify processes and improve the overall customer experience across key touchpoints.
• Develop and enhance customer-centric cross-border propositions, including relocation solutions, mortgage offerings, and other tailored financial services.
• Collaborate closely with Business, Digital, Operations, and Technology teams to improve onboarding, servicing, and digital customer experiences.
• Leverage customer insights, feedback, and data analytics to identify opportunities for journey optimisation and proposition enhancement.
• Support strategic initiatives such as enabling remote account opening for Singapore customers and reviewing internal policies or processes to improve access and service delivery for cross-border customers.

Job Requirement

• Relevant experience in customer journey management, customer experience (CX), digital transformation, product management, or retail banking.
• Proven track record in mapping, analysing, and enhancing end-to-end customer journeys across both digital and physical customer touchpoints.
• Strong project management and execution capabilities, with the ability to coordinate and collaborate effectively with stakeholders across Business, Product, Digital, Operations, Technology, and external partner teams.
• Sound understanding of customer journey mapping, service design, and process improvement methodologies, with exposure to product launches, implementation initiatives, and credit policy enhancements.
• Excellent communication, stakeholder management, and presentation skills, with the ability to engage and influence senior management, cross-functional teams, and external partners.
• Strong analytical and problem-solving skills, with the ability to translate customer insights and data into actionable improvements and measurable business outcomes.
• Customer-centric mindset with a passion for service excellence, customer satisfaction, and delivering seamless customer experiences, particularly in a cross-border banking environment.