CX Strategy & Transformation Lead

Sime Darby Property; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sime Darby Property is seeking a seasoned CX leader to drive transformation and customer-centric initiatives across the group. You will translate CX strategy into programs, lead VoC insights, and manage cross-functional improvements to boost satisfaction, loyalty and operational efficiency.

You will oversee CX performance, dashboards, and governance, partnering with IT and business units to embed customer-first practices and measurable outcomes.

Qualifications

• Demonstrated experience designing and managing VoC frameworks.
• Strong analytical and data storytelling skills.
• Ability to translate customer data into actionable improvements.

Responsibilities

• Lead CX strategy and transformation delivery.
• Own VoC programme design and data quality.
• Define CX measures and dashboards (NPS, CSAT, SLA).
• Coach teams on customer insights and service standards.

Skills

CX strategy

Voice of Customer

Stakeholder mgmt

Data analytics

Team leadership

Education

Degree in Business / CX / Psychology

Tools

Power BI

CRM systems

Job description

Sime Darby Property is seeking a seasoned CX leader to drive transformation and customer-centric initiatives across the group. You will translate CX strategy into programs, lead VoC insights, and manage cross-functional improvements to boost satisfaction, loyalty and operational efficiency.

You will oversee CX performance, dashboards, and governance, partnering with IT and business units to embed customer-first practices and measurable outcomes.