Head of Customer Experience (CX) Transformation

CelcomDigi; Selangor; On-site; MYR 200,000 - 300,000; Full time

Job summary

A leading telecommunications provider in Malaysia seeks a Head of Customer Experience (CX) Transformation. This role involves leading comprehensive customer experience transformation initiatives across consumer and enterprise products. The ideal candidate will have over 15 years of experience in customer experience and transformation, with a proven track record in complex CX transformations. Responsibilities include designing seamless customer journeys, integrating digital and physical channels, and driving a customer-obsessed culture to enhance customer value and satisfaction.

Qualifications

• Over 15 years experience in Customer Experience, Transformation, or Strategy.
• At least 5 years in a senior leadership role.
• Track record of leading CX transformations in telecommunications.

Responsibilities

• Lead CX transformation across consumer and enterprise products.
• Design and optimize customer journeys from awareness to retention.
• Integrate channels for unified customer experience.

Skills

Customer Experience Leadership

Transformational Strategy

Multi-channel Journey Mapping

Stakeholder Management

Organizational Change Management

Data Analysis

Communication

Education

Bachelor’s degree in Business, Marketing, Technology, or a related field

Advanced degree (MBA)

Tools

CRM

CEM platforms

AI/ML tools

Job description

Head of Customer Experience (CX) Transformation

Celcom and Digi have merged to become Malaysia’s most inspiring telco‑tech company, uniting over six decades of innovation and connectivity.

Job Description

Lead the enterprise‑wide CX transformation at CelcomDigi, designing and delivering seamless customer experiences across consumer and enterprise products. Use data‑driven insights and innovative technologies to optimize interactions at every touchpoint and drive a Customer‑Obsessed culture while aligning with our full IT transformation roadmap.

Responsibilities

• Own the design, delivery, and continuous optimization of all critical Consumer and Enterprise customer journeys from awareness to retention.
• Integrate channels to provide a unified, high‑quality experience across Digital (Mobile App, Online Store, Web Self‑Service), Consumer (Retail Stores, Call Centers, Social Media) and Enterprise (B2B Portals, Account Managers, Support Desks) front‑end touchpoints.
• Identify and execute quick‑win and transformative experience enhancements that deliver immediate customer value while staying aligned with the long‑term IT roadmap.
• Lead the adoption of innovative CX technologies (CRM, CEM platforms, analytics tools, AI/ML) to strengthen the customer journey.
• Build and champion a comprehensive CX culture program, including internal communications, engagement events, and employee advocacy initiatives.
• Own the CX technology stack and ensure it effectively supports the transformation vision.
• Utilize customer data and insights (NPS, CSAT, operational metrics) to identify pain points, recommend actions, and measure impact.
• Oversee project management and governance for key CX initiatives to ensure on‑time, on‑budget delivery.
• Serve as the gatekeeper for the CX Go‑to‑Market process, guaranteeing new products and channel changes meet high CX standards before launch.

Requirements

• Minimum 15 years of experience in Customer Experience, Transformation, or Strategy, with at least 5 years in a senior leadership role.
• Proven track record of leading large‑scale, complex CX transformations in telecommunications or high‑volume service industries.
• Deep expertise in multi‑channel journey mapping, optimization, and transformation.
• Strong knowledge of modern CX technologies, including CRM, omnichannel platforms, and AI/GenAI solutions.
• Exceptional organizational change management skills and ability to embed a CX‑focused culture at enterprise scale.
• Demonstrated ability to leverage data and insights (NPS, CSAT, operational data) for strategic decision‑making and impact measurement.
• Excellent communication, negotiation, and stakeholder management skills, capable of influencing executive and cross‑functional teams.
• Bachelor’s degree in Business, Marketing, Technology, or a related field; advanced degree (MBA) is a plus.

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

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