Customer Journey & Insights Lead

EPF Malaysia; Petaling Jaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading financial institution seeks a Customer Journey & Insights Lead in Petaling Jaya, Malaysia. This role involves driving customer journey mapping, managing research and satisfaction programs, and transforming insights into strategies that enhance services and digital transformation. The ideal candidate should possess a Bachelor's Degree and over 6 years of experience in Customer Experience or Insights, preferably in financial services. Excellent analytical and communication skills are essential for success in this position.

Qualifications

• Malaysian citizen.
• Pass Malay Language including oral test at SPM level.
• 6+ years experience in Customer Experience, Insights, or Research, preferably in financial services.
• Familiar with PDPA, governance, and data ethics standards.

Responsibilities

• Drive customer journey mapping and analysis across products and channels.
• Manage Mystery Shopping and CSI programs for improved service quality.
• Oversee customer research programs and translate insights into strategies.
• Synthesize insights to reveal member needs and experience drivers.
• Support the setting, tracking, and reporting of CX KPIs.

Skills

Journey mapping

Survey management

Data-driven storytelling

Analytical skills

Communication skills

Stakeholder engagement

Education

Bachelor’s Degree in Business Management, Marketing, Statistics, Economics, or related field

Master’s Degree (advantage)

Job description

JOB SUMMARY

The Customer Journey & Insights Lead drives EPF’s mission to deliver seamless and trusted customer experiences. This role leads to the design of customer journeys, manages research and satisfaction programs, and transforms insights into actionable strategies that shape EPF’s products, services, and digital transformation.

JOB RESPONSIBILITIES

1. Customer Journey & Experience Insights

• Drive customer journey mapping and analysis across EPF’s products and channels, uncovering pain points and opportunities, and partnering with business units to deliver experiences that strengthen accessibility, satisfaction, and trust.

2. Mystery Shopping & CSI

• Drive EPF’s Mystery Shopping and CSI programs, delivering robust insights and actionable outcomes that elevate service quality across physical and digital touchpoints.

3. Surveys & Research

• Oversee customer research programs encompassing transactional, pulse, and thematic surveys, leveraging platforms such as Tallyflow and Insider to uncover deep customer insights and translate them into strategies that enhance products, services, and communications.

4. Analytics & Reporting

• Synthesize insights from CSI, VoC, and surveys to reveal member needs and experience drivers, providing clear, data-backed actions for leadership and cross-functional teams.

5. KPI & Departmental Support

• Support the setting, tracking, and reporting of CX KPIs, prepare performance updates and management reports, and collaborate across departments to embed insights into strategic decisions.

JOB REQUIREMENTS

• Malaysian citizen.
• Pass Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level.
• Bachelor’s Degree in Business Management, Marketing, Statistics, Economics, Behavioral Science, or related field (Master’s an advantage).
• Possess at least 6 years experience in Customer Experience, Insights, or Research, preferably in financial services or other regulated sectors.
• Strong skills in journey mapping, survey management, and data-driven storytelling.
• Excellent analytical, communication, and stakeholder engagement skills.
• Familiar with PDPA, governance, and data ethics standards.

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.