Manager, Customer Experience

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Hong Leong Bank Berhad is seeking a proactive Customer Experience (CX) Manager to lead end-to-end CX programs, improve journeys, and foster a customer-centric culture across the bank. You will report to the Head of Customer Experience & Insights and drive strategy as well as hands-on execution in a fast-paced environment.

The role emphasizes workshops, training modules, annual CX awards, and cross-functional collaboration to achieve measurable improvements aligned with NPS targets.

Qualifications

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

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.

Skills

Executive communication

Stakeholder management

Analytical thinking

Strategic planning

Leadership

Education

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

Tools

PowerPoint

Excel

Project tracking 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

• 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 our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are 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.