Head of Customer Experience & Transformation

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 150,000; Full time

Job summary

U Mobile Sdn Bhd is seeking a Section Head, Experience and Transformation, to lead service quality and operational excellence across the Contact Centre. Responsibilities include overseeing QA, driving customer experience initiatives, and improving service delivery standards.

The ideal candidate will have a Bachelor’s degree with 12-15 years in Contact Centre operations and strong leadership skills. Experience in the telecommunications industry is preferred.

Qualifications

• 12-15 years in Contact Centre or Customer Experience roles.
• 7 years in a leadership capacity.
• Experience in Quality Assurance and Learning Development.

Responsibilities

• Lead service excellence strategy and oversee QA.
• Drive continuous improvement in customer service delivery.
• Manage end-to-end customer experience initiatives.

Skills

Strategic thinking

Stakeholder management

Leadership

Analytical skills

Change management

Project management

Education

Bachelor’s Degree in Business Administration or related fields

MBA or relevant certifications

Job description

U Mobile Sdn Bhd is seeking a Section Head, Experience and Transformation, to lead service quality and operational excellence across the Contact Centre. Responsibilities include overseeing QA, driving customer experience initiatives, and improving service delivery standards.

The ideal candidate will have a Bachelor’s degree with 12-15 years in Contact Centre operations and strong leadership skills. Experience in the telecommunications industry is preferred.