CX Strategy Lead: End-to-End Customer Experience

Malaysia Aviation Group

Kuala Lumpur

On-site

MYR 180,000 - 240,000

Full time

2 days ago

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Job summary

Malaysia Aviation Group (MAG) invites applications for a Senior Manager, Customer Experience. This leadership role will drive strategic CX initiatives across MAG’s airline, aviation services, and loyalty subsidiaries, collaborating with ground, in-flight, F&B, and CX Quality & Assurance teams to elevate the end-to-end journey.

The role requires strong expertise in CX management, product lifecycle and journey mapping, with a track record in strategy development, business case creation, and

Qualifications

Bachelor’s degree in business/marketing/economics/management or related discipline.
At least 10 years of experience in strategic transformation program design and delivery.

Responsibilities

Spearhead the strategic vision and end-to-end execution of CX and product initiatives across priority touchpoints.
Formulate CX and product strategies across physical and digital channels with robust business cases and roadmaps.
Own the end-to-end product lifecycle from ideation to post-launch evaluation.
Leverage customer insights and industry trends to maintain competitive advantage and drive growth.
Partner with executive leadership to secure strategic buy-in and ensure cross-departmental execution.

Skills

CX management

Product lifecycle

End-to-end journey mapping

Strategic thinking

Creative problem-solving

Service design

Education

Bachelor's Degree in Business Administration / Marketing / Economics / Management

Job description

The role requires strong expertise in CX management, product lifecycle and journey mapping, with a track record in strategy development, business case creation, and

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