CX Process Excellence & Knowledge Governance Lead

CelcomDigi Berhad; Malaysia; On-site; MYR 78,000 - 134,000; Part time

Job summary

CelcomDigi Berhad is seeking a Service Excellence & Governance Specialist on a contract basis in Malaysia. The role focuses on governing, reviewing, and continuously improving operational processes, agent-facing procedures, and knowledge materials across Customer Experience Operations.

You will bridge Business Owners, Operations, Technology, CX Transformation, and Vendors to ensure readiness and compliance.

Qualifications

• 3–5 years of experience in CX/Operations and process improvement.
• Experience reviewing and improving operational processes.
• Experience documenting SOPs, agent guides or knowledge management.
• Experience working with cross-functional stakeholders (Business, IT, Product, Operations).
• Familiarity with governance, audits or compliance reviews is a plus.

Responsibilities

• Govern and maintain end-to-end CX operational processes and documentation.
• Review processes to identify gaps, risks and improvement opportunities.
• Govern agent guides, procedures and knowledge articles.
• Translate business requirements into clear frontline procedures.
• Ensure content remains accurate, consistent and up to date.
• Assess operational impact of new products, systems and changes.
• Identify risks and coordinate readiness activities before implementation.
• Ensure required process and knowledge updates are completed before launch.
• Conduct periodic process governance audits across vendor operations.
• Identify gaps and control weaknesses, and track corrective actions to closure.
• Provide audit findings and improvement recommendations.
• Participate in product briefings and readiness sessions.
• Validate product knowledge, processes and frontline guidance.
• Ensure operational teams and vendors are ready for changes.
• Participate in UAT, pilots and operational validation.
• Identify system/process gaps and operational risks.
• Validate operational requirements before implementation.
• Develop and maintain process maps and operational workflows.
• Design improved future-state processes.
• Collaborate with stakeholders to implement process enhancements.
• Identify recurring operational issues and customer pain points.
• Recommend process, policy and automation improvements.
• Drive continuous improvement through data-driven insights.

Skills

Process governance

Process mapping

Data analysis

Stakeholder collaboration

Quality assurance

Tools

Visio

Confluence

SharePoint

Excel

PowerPoint

Job description

CelcomDigi Berhad is seeking a Service Excellence & Governance Specialist on a contract basis in Malaysia. The role focuses on governing, reviewing, and continuously improving operational processes, agent-facing procedures, and knowledge materials across Customer Experience Operations.

You will bridge Business Owners, Operations, Technology, CX Transformation, and Vendors to ensure readiness and compliance.