CX Transformation Lead — Call Center, Retail & Digital

CelcomDigi; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading telecommunications company in Selangor is seeking a CX Transformation Specialist to enhance customer interactions across call centre, retail, and digital channels. This role requires a Bachelor's degree and 8+ years of relevant experience, emphasizing customer journey mapping and service design. The successful candidate will act as a change agent, implementing new strategies to improve customer satisfaction and operational efficiency. Join a team dedicated to innovating and transforming Malaysia's digital landscape.

Qualifications

• 8+ years of experience in customer service, retail operations or a related field.
• Strong understanding of call centre and retail processes and technologies.
• Experience with customer journey mapping and service design.

Responsibilities

• Map and analyse the current customer journey across call centre and retail channels.
• Conduct customer research to understand needs and pain points.
• Collaborate with teams to design and implement improvements.

Skills

Customer service skills

Communication skills

Interpersonal skills

Change management

Data-driven insights

Education

Bachelor’s degree in a relevant field

Job description

A leading telecommunications company in Selangor is seeking a CX Transformation Specialist to enhance customer interactions across call centre, retail, and digital channels. This role requires a Bachelor's degree and 8+ years of relevant experience, emphasizing customer journey mapping and service design. The successful candidate will act as a change agent, implementing new strategies to improve customer satisfaction and operational efficiency. Join a team dedicated to innovating and transforming Malaysia's digital landscape.