CX Transformation Specialist (Segment Postpaid & Prepaid)

CelcomDigi; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading telecom-tech company in Malaysia is seeking a CX Transformation Specialist to enhance the customer journey for prepaid and postpaid offerings. This role requires a solid background in product management and customer experience. The ideal candidate has 3–5 years of experience and familiarity with journey mapping tools. This position offers the chance to work in a vibrant team dedicated to customer-centric innovation.

Qualifications

• 3–5 years of experience in customer experience, product management, or related field.
• Experience in the telecommunications or tech industry is an advantage.
• Familiarity with journey mapping tools and customer analytics.

Responsibilities

• Support mapping and analyzing customer journeys across prepaid and postpaid segments.
• Identify customer pain points through qualitative and quantitative research.
• Collaborate to design and implement journey improvements.

Skills

Customer experience

Product management

Communication skills

Collaboration

Education

Bachelor's degree in a relevant field

Tools

Miro

Customer analytics platforms

Job description

CX Transformation Specialist (Segment Postpaid & Prepaid)

We are now ONE! #CelcomDigi – Celcom and Digi have merged to create Malaysia’s most inspiring telco‑tech company. This role focuses on optimizing and designing the customer journey for prepaid and postpaid product offerings.

Job Description

This role involves understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.

Requirements

• Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
• 3–5 years of experience in customer experience, product management, product marketing, or a related field
• Experience in the telecommunications or tech industry is an advantage
• Experience with customer journey mapping and product lifecycle management
• Familiarity with journey mapping tools (e.g., Miro) and customer analytics platforms
• Excellent communication, interpersonal, and collaboration skills

Responsibilities

• Support the Head of Customer Journey and Change Agent in mapping and analyzing customer journeys across prepaid and postpaid segments
• Identify customer pain points, gaps, and Moments of Truth (MOTs) through qualitative and quantitative research
• Collaborate with cross‑functional teams to design, test, and implement journey improvements and CX initiatives
• Conduct voice‑of‑customer (VoC) studies, surveys, and feedback analysis to uncover actionable insights
• Contribute to continuous improvement projects aligned with the Customer Experience Transformation roadmap

Additional Information

Location: CelcomDigi Tower, Petaling Jaya. Contract position.

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