Customer Journey & Experience Manager, Cross Border Corridors

Malayan Banking Berhad (Maybank); Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Maybank is seeking a professional to lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, primarily along the Malaysia-Singapore corridor. You will drive the Cross Border Customer Hub as a one-stop service centre and partner with Business, Digital, Operations, and Technology teams.

You will identify pain points, translate insights into actionable initiatives, and develop customer-centric cross-border propositions such as relocation solutions

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, with the ability to coordinate and collaborate with stakeholders across Business, Product, Digital, Operations, Technology, and external partner teams.
• Sound understanding of customer journey mapping, service design, and process improvement methodologies.
• Excellent communication, stakeholder management, and presentation skills.
• Strong analytical and problem-solving skills.
• Customer-centric mindset with a passion for service excellence, customer satisfaction, and delivering seamless customer experiences, particularly in cross-border banking.

Responsibilities

• Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, especially in the Malaysia-Singapore corridor.
• Drive development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre.
• Identify customer pain points and deliver initiatives to simplify processes and improve touchpoints.
• Develop cross-border propositions (relocation solutions, mortgage offerings, and tailored financial services).
• Collaborate with Business, Digital, Operations, and Technology to improve onboarding, servicing, and digital experiences.
• Leverage insights and data analytics to identify opportunities for journey optimisation and proposition enhancement.
• Support remote account opening for Singapore customers and review internal policies to improve access and service delivery.

Skills

Customer journey management

Customer experience

Digital transformation

Product management

Retail banking

Mapping & analysis

Project management

Job description

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.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Banking & Credit More than 10,000 employees

Maybank was incorporated on 31 May 1960 and commenced operations on 12 September 1960. On 17 February 1962, the bank was listed on the Kuala Lumpur Stock Exchange (now known as Bursa Malaysia). Today, it is the largest financial services group in Malaysia. Its extensive products and services include commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase, insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital and Internet banking.

Maybank was incorporated on 31 May 1960 and commenced operations on 12 September 1960. On 17 February 1962, the bank was listed on the Kuala Lumpur Stock Exchange (now known as Bursa Malaysia). Today, it is the largest financial services group in Malaysia. Its extensive products and services include commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase, insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital and Internet banking.

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