CX Insights Lead – Data-Driven Customer Experience

Hong Leong Bank; Malaysia; On-site; MYR 180,000 - 280,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a seasoned CX lead to drive end-to-end customer experience initiatives, manage CSAT/NPS surveys, and oversee data-driven decision making across the bank.

You will maintain daily dashboards, analyze VOC data, and work with multiple departments to implement corrective actions while championing a customer-obsessed culture.

The role requires a minimum six years in market research or CX, a relevant degree, and preferred Tableau/CCXP certifications.

Qualifications

• Bachelor’s degree in Business, Statistics, CS, or Marketing.
• Minimum 6 years in primary market research or CX roles.
• Tableau, CCXP, or Market Research certifications are advantageous.
• Strong data analysis with regression or A/B testing is a plus.
• Proven ability to influence stakeholders and coach teams toward goals.

Responsibilities

• Lead end-to-end launch and management of CX surveys on the EFM platform.
• Maintain real-time Tableau dashboards to ensure data integrity.
• Process VOC data from surveys, social media, and calls for sentiment and root cause analysis.
• Prepare research findings for the CEO Transformation Office.
• Oversee the close-looping process to address customer feedback.
• Collaborate with departments to implement action plans and remediate issues.
• Support CX culture events and regional programs.
• Ensure the EFM platform captures data daily.

Skills

Stakeholder management

Data analysis

Communication

Regression modeling

A/B testing

Education

Bachelor’s degree in Business/Statistics/CS/Marketing

Tools

Tableau

Survey analytics tools

Job description

Hong Leong Bank in Malaysia is seeking a seasoned CX lead to drive end-to-end customer experience initiatives, manage CSAT/NPS surveys, and oversee data-driven decision making across the bank.

You will maintain daily dashboards, analyze VOC data, and work with multiple departments to implement corrective actions while championing a customer-obsessed culture.

The role requires a minimum six years in market research or CX, a relevant degree, and preferred Tableau/CCXP certifications.