Manager, GCXM - CX Business Process Re-Engineering MY

CIMB; Malaysia; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading banking institution in Malaysia is seeking a Customer Experience Analyst to enhance customer satisfaction through analysis and process improvement. This role focuses on applying Lean Six Sigma methodologies to drive measurable change and improve customer experiences. Candidates should have strong analytical skills, relevant qualifications, and experience in business analysis or process improvement. Join a forward-thinking team to shape the future of banking while working on impactful projects.

Benefits

Work on high-impact projects

Collaborative culture

Opportunity to shape the future of banking

Qualifications

• Bachelor’s degree or professional qualification in Business, Finance, or related field.
• Lean Six Sigma Green Belt is preferred.
• Minimum 6 years’ experience with 3+ years in process improvement or business analysis.

Responsibilities

• Perform deep-dive analysis of customer feedback.
• Collaborate with cross-functional teams for customer-centric solutions.
• Apply Lean Six Sigma methodologies to drive improvements.

Skills

Analytical skills

Customer experience strategy

Communication skills

Process re-engineering

Education

Bachelor's degree in Business or related field

Lean Six Sigma Green Belt

Job description

Customer Experience Analyst

We’re looking for a sharp, strategic thinker with strong analytical skills and a hands‑on approach to join our team as a Customer Experience Analyst. In this role, you’ll drive process improvement initiatives using Lean Six Sigma methodologies, turning customer insights into actionable strategies that enhance experiences and deliver real business value. If you thrive where data, process, and customer experience meet, this is your chance to make a meaningful impact across the banking industry

What You’ll Do

• Perform deep‑dive analysis of customer feedback across multiple channels to uncover sentiment, trends, and CX opportunities
• Collaborate with cross‑functional teams to reimagine processes and deliver customer‑centric solutions
• Apply Lean Six Sigma methodologies to identify inefficiencies and drive measurable improvements
• Translate complex data into actionable insights that shape strategy and enhance customer satisfaction
• Support transformation initiatives that align with our Group’s vision for innovation and operational excellence

What You Bring

Experience & Qualifications:

• Bachelor’s degree or professional qualification in Business, Finance, or related field
• Lean Six Sigma Green Belt (preferred)
• Minimum 6 years’ experience, including 3+ years in process improvement or business analysis roles
• Strong understanding of banking products, services, and regulatory frameworks

Skills & Competencies:

• Proven ability to lead cross‑functional projects and influence senior stakeholders
• Expertise in customer experience strategy, business analysis, and process re‑engineering
• Exceptional communication and storytelling skills—able to turn data into compelling narratives
• Passion for continuous improvement and driving change across diverse teams

Why Join Us?

• Be part of a forward‑thinking team shaping the future of banking
• Work on high‑impact projects that directly improve customer lives
• Collaborate with leaders across the region in a culture that values innovation and teamwork