CX Technology & Solutions Leader

CelcomDigi Bhd; Selangor; On-site; MYR 240,000 - 360,000; Full time

Job summary

CelcomDigi is seeking a Head of CX Tech & Solutions to lead the development and deployment of CX technologies and automation initiatives. You will oversee CX platforms, drive automation, and partner with IT, innovation teams and external partners to enhance customer experiences.

The role requires a strong track record in CX technology, data-driven decision making, and budget-conscious project leadership, with a focus on delivering measurable improvements in customer experience across channels.

Qualifications

• Bachelor's degree in Technology, Engineering, Computer Science, or related field.
• Minimum 8 years of progressive experience in service operations, customer experience management, process improvement, or automation initiatives.
• Proven track record leading CX technology stacks and service automation projects.

Responsibilities

• Manage CX-related technologies and platforms to support enhanced service delivery.
• Review and approve SRs/CRs from CX partners within budget and priorities.
• Identify opportunities to automate and improve CX through digital tools and emerging tech.
• Lead planning and implementation of service automation across customer contact channels.
• Collaborate with IT, Innovation, BPOs, and partners to optimize CX solutions.
• Evaluate new CX technologies to boost efficiency and satisfaction.
• Drive continuous improvement by analyzing service data and customer feedback.
• Monitor impact on CX metrics and propose strategic adjustments.

Skills

CX tech stacks

Automation

Cross-functional

Budget management

Data analytics

AI insights

Education

Bachelor's in Tech/Eng/CS

Job description

CelcomDigi is seeking a Head of CX Tech & Solutions to lead the development and deployment of CX technologies and automation initiatives. You will oversee CX platforms, drive automation, and partner with IT, innovation teams and external partners to enhance customer experiences.

The role requires a strong track record in CX technology, data-driven decision making, and budget-conscious project leadership, with a focus on delivering measurable improvements in customer experience across channels.