Manager, Customer Experience

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

Job summary

Hong Leong Bank in Malaysia seeks a proactive Customer Experience Manager to lead end-to-end CX programs designed to improve journeys and foster a customer-centric culture. You will drive workshops, training modules, and the annual CX awards, aligning cross-functional teams to measurable improvements and a customer-first mindset.

The role reports to the Head of Customer Experience & Insights. Ideal candidates will have 8+ years in CX or related transformations, strong communication skills, and

Qualifications

• 8+ years in customer experience, business transformation or change management roles.
• Strong command of executive-level written and verbal communication.
• Proficiency in PowerPoint, Excel and project tracking tools.
• Familiarity with Canva or similar design tools is a plus.

Responsibilities

• Lead end-to-end delivery of CX initiatives from planning to execution of workshops and events.
• Design and facilitate CX workshops, turning feedback into strategic insights and reports.
• Develop and deliver CX training modules incorporating global trends and process improvements.
• Oversee the annual CX awards process, from nominations to event execution.
• Champion a customer-first mindset through strategic storytelling and internal comms.
• Identify journey friction points via data and benchmarking to redesign processes toward the NPS targets.
• Manage the Customer Service Charter with tracking systems for quarterly improvements.
• Provide guidance to direct reports to foster a high‑performing culture.

Skills

Customer experience

Business transformation

Change management

PowerPoint

Excel

Project tracking

Canva

Education

Bachelor's degree in Business, Marketing, Psychology, Communications, or related field

Job description

Overview

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.
Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region.
These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.
As the service and financial landscape changes rapidly with the ever‑increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations.
To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.
HLB’s ethos of being Digital‑At‑The‑Core powered by customers‑at‑the‑forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.