Manager, Customer Experience

HLB; Kuala Lumpur; On-site; MYR 180,000 - 260,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a proactive Customer Experience (CX) Manager to lead end-to-end CX programs. You will drive customer journeys, cultivate a customer-centric culture, and collaborate across functions to deliver iconic experiences.

This role reports to the Head of Customer Experience & Insights and requires strategic execution in a fast-paced environment. The successful candidate will oversee CX workshops, training modules, and the annual CX awards, leveraging data and

Qualifications

• 8+ years in customer experience, business transformation, or change management roles.
• Bachelor’s degree in Business, Marketing, Psychology, or Communications.
• Strong written and verbal communication at executive levels.
• Proficiency in PowerPoint, Excel, and project-tracking tools.

Responsibilities

• Lead end-to-end delivery of CX initiatives and ensure milestones from planning to execution.
• Design and facilitate CX workshops; synthesize feedback into strategic insights.
• Develop and deliver CX training modules; benchmark global trends for improvements.
• Own the annual CX awards: nomination, evaluation, and event execution.
• Champion customer-first mindset through strategic storytelling and internal comms.
• Identify journey friction and redesign processes to hit NPS targets.
• Manage Customer Service Charter and tracking systems for quarterly improvements.
• Guide and mentor direct reports to foster high performance.

Skills

PowerPoint

Microsoft Excel

Project tracking tools

Executive communication

Stakeholder management

Analytical thinking

Facilitation

Education

Bachelor’s degree in Business/Marketing/Psychology/Communications

Tools

Canva

Job description

If you are looking to excel and make a difference, take a closer look at us…

Overview

We are looking for a proactive, strategic, and hands‑on Customer Experience (CX) Manager to help make our customer‑first vision a reality. You will lead end‑to‑end CX programs designed to improve customer journeys, cultivate a customer‑centric culture, and foster cross‑functional collaboration to deliver iconic experiences. This role is ideal for a creative leader who takes pride in driving meaningful, measurable improvements and navigating both strategy and execution in a fast‑paced environment.

The successful candidate(s) will report to the Head of Customer Experience & Insights.

Key Responsibilities and Accountabilities Functional (job responsibilities)

• Lead the end-to-end delivery of CX initiatives, ensuring milestones are met from initial planning through execution of workshops and internal events.

• Design and facilitate engaging CX workshops, synthesizing feedback into strategic insights to drive post-session accountability and reporting.

• Develop and deliver comprehensive CX training modules while integrating global trends to recommend innovative process improvements.

• Take full ownership of the annual CX awards, managing the nomination, evaluation, and event execution to celebrate service success.

• Champion the customer‑first mindset through strategic storytelling and content management across internal communication channels.

• Identify journey friction points through data and benchmarking to redesign end-to-end processes aligned with NPS targets.

• Manage the Customer Service Charter and establish tracking systems to ensure measurable quarterly service level improvements.

• Provide guidance and direction to direct reports, fostering a high-performance culture rooted in ownership and pride

Jobholder Requirements

• Malaysian citizen.

Education/Qualification

• Bachelor’s degree in Business, Marketing, Psychology, Communications, or a related field.

Experience/Requirements

• 8 years and above in customer experience, business transformation, or change management roles.

• Proficiency in Microsoft PowerPoint, Excel and project tracking tools.

• Familiarity with design tools like Canva or other digital platforms is a plus.

• Exceptional command of executive-level written and verbal communication.

• Comfortable facilitating discussions, guiding conversations and working with diverse stakeholders.

• Strong business acumen and analytical thinking, grounded in a customer‑first mindset and strong ability to navigate both strategy and execution.

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve ourmission of infusing diversity in thinking and skillsets into our organisation.Candidatesare assessed based on merit and potential, in line with our mission to attract and recruit the best talent available.Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life‑long learning, achieve their career aspirations and grow talent from within our organisation.