CX Transformation Specialist (CC, 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

CX Transformation Specialist (CC, Retail & Digital)

We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Employment Type: Contract

City: CelcomDigi Tower, Petaling Jay

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We’re passionate about crafting seamless and enjoyable experiences across all touchpoints, using data‑driven insights and innovative approaches to optimise every interaction. In this role, you’ll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

Role Overview

• This role is responsible for optimising the customer journey across call centre, retail and digital touchpoints.
• Mapping the end‑to‑end journey, identifying pain points and implementing improvements to enhance the customer experience and drive CSAT recovery and company KPIs.
• Implementing strategies to enhance the online experience and drive digital adoption. This role acts as a change agent, collaborating with call centre and retail teams to implement new processes and technologies.
• Leading the development and implementation of innovative service solutions and automation initiatives to enhance the customer experience and improve operational efficiency.
• Identifying opportunities for automation, leading the implementation of new technologies and driving continuous improvement.

Responsibilities

• Map and analyse the current customer journey across call centre and retail channels, identifying key touchpoints and Moments of Truth (MOTs).
• Conduct customer research and gather feedback to understand customer needs and pain points.
• Collaborate with call centre and retail teams to design and implement improvements to the customer journey.
• Drive the adoption of new technologies and processes to enhance the customer experience.
• Act as a change agent, championing a customer‑centric culture within call centre and retail teams.
• Monitor and analyse key CX metrics to track progress and identify areas for improvement.
• Ensure alignment between call centre and retail channels to provide a seamless customer experience.

Requirements

• Bachelor’s degree in a relevant field.
• 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.
• Excellent communication, interpersonal and collaboration skills.
• Proven ability to drive change and influence stakeholders.

Business Unit: CUSTOMER EXPERIENCE

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre‑screening conversation, interviews and/or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco‑tech company — the nation’s digital growth engine — powering transformation through 5G, AI and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities and advancing society as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promoting employment practices that are transparent, objective and fair.

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