CX Strategy & Partnerships Manager

Malaysia Airlines; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

Malaysia Airlines is seeking an Assistant Manager, CX Strategy, Partnerships & CVP to develop and govern enterprise-wide CX strategies. The role collaborates with stakeholders, analyzes customer insights, and builds business cases to improve satisfaction and loyalty.

Responsibilities include managing customer journeys, coordinating CX transformation programmes, and driving innovation to differentiate the brand and support growth. Strong analytics and project execution are essential.

Qualifications

• Bachelor’s degree in Psychology, Marketing, Customer Experience, Service Design, Hospitality Management, or a related discipline.

Responsibilities

• Support CX strategy development, governance, and alignment with corporate objectives across units.
• Map and improve end-to-end customer journeys, identify pain points and opportunities.
• Assist CX transformation programmes and coordinate cross-functional initiatives to enhance loyalty and service excellence.
• Engage stakeholders through workshops and governance forums to drive CX priorities.
• Track CX initiatives and report progress to management.

Education

Bachelor’s degree in Psychology, Marketing, Customer Experience, Service Design, Hospitality Management, or a related discipline.

Job description

Malaysia Airlines is seeking an Assistant Manager, CX Strategy, Partnerships & CVP to develop and govern enterprise-wide CX strategies. The role collaborates with stakeholders, analyzes customer insights, and builds business cases to improve satisfaction and loyalty.

Responsibilities include managing customer journeys, coordinating CX transformation programmes, and driving innovation to differentiate the brand and support growth. Strong analytics and project execution are essential.