Head of Digital & Channel Experience

U Mobile; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Comprehensive medical, dental, optical

Insurance benefits

Flexi working hours

Staff device subsidy

Smart casual attire

ParentalLeave

Employee discounts

Public transport access

Convenient location

Job summary

U Mobile is seeking a seasoned leader to define and execute digital channel and CX strategy across all enterprise products. You will own end-to-end digital journeys—from discovery and onboarding to self-service and lifecycle management—and ensure seamless integration between digital and offline touchpoints to deliver superior customer outcomes.

Lead UX/UI design and drive continuous optimization of web and app experiences using customer insights and analytics.

Qualifications

• Bachelor’s degree in Business, Marketing, Technology or related field; MBA is an advantage.
• 10+ years experience in digital, product, product development or customer experience roles with leadership responsibilities.
• Strong expertise in digital product management, UX/UI, and customer journey design.

Responsibilities

• Define and drive digital channel and CX strategy aligned with enterprise product and business growth objectives.
• Own end-to-end digital customer journeys including lead capture, onboarding, order management, fulfilment, and self-service.
• Lead UX/UI design and continuous optimization of web and app experiences based on customer insights and analytics.
• Develop and manage product development platforms with IT and digital enablers to accelerate product releases and enhancements.
• Drive omni-channel integration ensuring seamless experience across digital, sales, and service touchpoints.
• Collaborate with product, IT, marketing, and sales teams to translate business requirements into digital solutions.
• Build and lead a high-performing digital and CX team.

Skills

Digital product management

UX/UI

Customer journey design

Leadership

Stakeholder management

Education

Bachelor’s degree in Business/Marketing/Technology

MBA

Job description

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Job Summary

Lead the strategy, execution of digital channels and customer experience (CX) and product enablement across all enterprise products. Accountable for end-to-end digital journeys including product discovery, onboarding, self-service, and lifecycle management. Drive omni-channel experience excellence and ensure seamless integration between digital and offline touchpoints to deliver superior customer outcomes.

The Day-To-Day Activities

• Define and drive digital channel and CX strategy aligned with enterprise product and business growth objectives.
• Own end-to-end digital customer journeys including lead capture, onboarding, order management, fulfilment, and self-service.
• Lead UX/UI design and continuous optimization of web and app experiences based on customer insights and analytics.
• Develop and manage product development platforms with IT and digital enablers to accelerate product releases and enhancements.
• Drive omni-channel integration ensuring seamless experience across digital, sales, and service touchpoints.
• Collaborate with product, IT, marketing, and sales teams to translate business requirements into digital solutions.
• Build and lead a high-performing digital and CX team.

About You

• Bachelor’s degree in Business, Marketing, Technology or related field; MBA is an advantage.
• 10+ years experience in digital, product, product development or customer experience roles with leadership responsibilities.
• Strong expertise in digital product management, UX/UI, and customer journey design.
• Experience in telecommunications, technology, or digital platforms preferred.
• Proven track record in driving digital transformation and omni-channel initiatives.
• Strong stakeholder management and cross-functional leadership skills.