Head of CX Tech & Solutions

CelcomDigi Bhd; Selangor; On-site; MYR 240,000 - 360,000; Full time

Job summary

CelcomDigi is seeking a Head of CX Tech & Solutions to lead the development and deployment of CX technologies and automation initiatives. You will oversee CX platforms, drive automation, and partner with IT, innovation teams and external partners to enhance customer experiences.

The role requires a strong track record in CX technology, data-driven decision making, and budget-conscious project leadership, with a focus on delivering measurable improvements in customer experience across channels.

Qualifications

• Bachelor's degree in Technology, Engineering, Computer Science, or related field.
• Minimum 8 years of progressive experience in service operations, customer experience management, process improvement, or automation initiatives.
• Proven track record leading CX technology stacks and service automation projects.

Responsibilities

• Manage CX-related technologies and platforms to support enhanced service delivery.
• Review and approve SRs/CRs from CX partners within budget and priorities.
• Identify opportunities to automate and improve CX through digital tools and emerging tech.
• Lead planning and implementation of service automation across customer contact channels.
• Collaborate with IT, Innovation, BPOs, and partners to optimize CX solutions.
• Evaluate new CX technologies to boost efficiency and satisfaction.
• Drive continuous improvement by analyzing service data and customer feedback.
• Monitor impact on CX metrics and propose strategic adjustments.

Skills

CX tech stacks

Automation

Cross-functional

Budget management

Data analytics

AI insights

Education

Bachelor's in Tech/Eng/CS

Job description

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.

Head of CX Tech & Solutions

Date:29 Sept 2026

Custom Field 2:15182

Employment Type:Permanent

City:CelcomDigi Tower, Petaling Jay

Description

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.

Join our 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 optimize 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.

In this role atCelcomDigi, you will lead the development and implementation of innovative service solutions and automation initiatives to enhance the customer experience and improve operational efficiency. This includes identifying opportunities for automation, leading to the implementation of new technologies, and driving continuous improvement.

You are: (personality/competencies, etc.)

• Innovative and Customer-Centric: Passionate about leveraging technology to enhance customer experience and drive service innovation.
• Collaborative Leader: Skilled at working cross-functionally and managing diverse stakeholders to achieve common goals.
• Analytical and Data-Driven: Uses metrics and insights to evaluate impact, solve problems, and guide decisions.
• Project and Budget Management Expert: Experienced in managing projects, SRs, and CRs within budget and timelines.
• Process Improvement and Automation Specialist: Strong background in identifying automation opportunities and optimizing service delivery.
• Adaptable and Result-Oriented: Thrives in dynamic environments, driving measurable outcomes and continuous improvement.

Responsibilities

• Manage and oversee CX-related technologies and platforms to support enhanced customer service delivery.
• Review, manage, and approve all service requests (SRs) and change requests (CRs) from CX partners, ensuring alignment with budget and business priorities.
• Identify opportunities to innovate and improve customer experience through automation, digital tools, and emerging technologies.
• Lead the planning and implementation of service automation initiatives across various customer interaction channels.
• Collaborate with IT, Innovation, BPOs, and external partners to integrate and optimize automation and CX technology solutions within existing or alternative systems.
• Evaluate and implement new customer service technologies that enhance operational efficiency and customer satisfaction.
• Drive continuous improvement initiatives by analyzing service performance data and customer feedback.
• Monitor the impact of technology and innovation efforts on key customer experience metrics and recommend strategic adjustments as needed.

Requirements

• Bachelor’s degree in Technology, Engineering, Computer Science, or a related field; advanced degree preferred.
• Minimum 8 years of progressive experience in service operations, customer experience management, process improvement, or automation initiatives.
• Proven track record leading the design and implementation of CX technology stacks and service automation projects.
• Experience managing service requests (SRs) and change requests (CRs) within budget and deadlines.
• Strong background collaborating with IT, BPOs, innovation teams, and external partners.
• Experience with AI-driven insights, predictive analytics, or similar advanced data technologies is a significant plus.

Business Unit:CUSTOMER EXPERIENCE

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

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

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