Customer Journey & Service Innovation Specialist (Segment Postpaid & Prepaid)

Celcom & Digi; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

CelcomDigi seeks a Customer Journey & Service Innovation Specialist to enhance customer experiences for prepaid and postpaid offerings. This role emphasizes customer needs, product development collaboration, and lifecycle management. You will drive innovation in the telecommunications sector while supporting over 20 million customers.

Qualifications

• 5+ years of experience in customer experience, customer journey mapping, or product lifecycle management.
• Strong understanding of telecommunications products and services.
• Excellent communication, interpersonal, and collaboration skills.

Responsibilities

• Map and analyze the customer journey for consumer products, identifying key touchpoints.
• Conduct customer research to understand needs and preferences related to products.
• Collaborate with product teams to design and implement improvements.

Skills

Customer experience

Customer journey mapping

Product lifecycle management

Communication

Interpersonal skills

Collaboration

Education

Bachelor's degree in Marketing, Product Management or relevant field

Job description

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Customer Journey & Service Innovation Specialist (Segment Postpaid & Prepaid)

Date: 22 May 2025

Employment Type: Contract

Job Description:

This role focuses on optimizing the customer journey or designing new journeys for prepaid and postpaid product-related offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.

Responsibilities

• Map and analyze the customer journey for consumer products, identifying key touchpoints and Moments of Truth (MOTs).
• Conduct customer research to understand needs and preferences related to product features, pricing, and lifecycle management.
• Collaborate with product teams to design and implement improvements to the product experience.
• Champion a customer-centric approach to product development and lifecycle management.
• Digitize & modernize products through alternative servicing channels.
• Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.

Requirements

• 5+ years of experience in customer experience, customer journey mapping, product lifecycle management, or related fields.
• Bachelor's degree in a relevant field (e.g., Marketing, Product Management).
• Strong understanding of telecommunications products and services.
• Excellent communication, interpersonal, and collaboration skills.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and contact shortlisted candidates to guide you through the next steps, including pre-screening conversations, interviews, and assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation impacting over 20 million customers. Here, your role goes beyond work; it’s about enabling businesses to thrive, connecting communities, and advancing society. We build a brand rooted in trust, reliability, and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future-focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

CelcomDigi is an equal opportunity employer, committed to promoting employment practices that are transparent, objective, and fair.