CX Programs Lead: Strategy, Workshops & Awards

HLB; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a proactive Customer Experience (CX) Manager to lead end-to-end CX programs. You will drive customer journeys, cultivate a customer-centric culture, and collaborate across functions to deliver iconic experiences.

This role reports to the Head of Customer Experience & Insights and requires strategic execution in a fast-paced environment. The successful candidate will oversee CX workshops, training modules, and the annual CX awards, leveraging data and

Qualifications

• 8+ years in customer experience, business transformation, or change management roles.
• Bachelor’s degree in Business, Marketing, Psychology, or Communications.
• Strong written and verbal communication at executive levels.
• Proficiency in PowerPoint, Excel, and project-tracking tools.

Responsibilities

• Lead end-to-end delivery of CX initiatives and ensure milestones from planning to execution.
• Design and facilitate CX workshops; synthesize feedback into strategic insights.
• Develop and deliver CX training modules; benchmark global trends for improvements.
• Own the annual CX awards: nomination, evaluation, and event execution.
• Champion customer-first mindset through strategic storytelling and internal comms.
• Identify journey friction and redesign processes to hit NPS targets.
• Manage Customer Service Charter and tracking systems for quarterly improvements.
• Guide and mentor direct reports to foster high performance.

Skills

PowerPoint

Microsoft Excel

Project tracking tools

Executive communication

Stakeholder management

Analytical thinking

Facilitation

Education

Bachelor’s degree in Business/Marketing/Psychology/Communications

Tools

Canva

Job description

Hong Leong Bank in Malaysia is seeking a proactive Customer Experience (CX) Manager to lead end-to-end CX programs. You will drive customer journeys, cultivate a customer-centric culture, and collaborate across functions to deliver iconic experiences.

This role reports to the Head of Customer Experience & Insights and requires strategic execution in a fast-paced environment. The successful candidate will oversee CX workshops, training modules, and the annual CX awards, leveraging data and