Maxis Business Innovation Centre Lead

Maxis Communications; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

A leading telecommunications company in Kuala Lumpur is looking for a candidate to lead their Business Innovation Centre. This role involves enhancing customer experiences using innovative technologies like 5G and AI. The successful candidate will mentor a team and collaborate with various stakeholders to drive customer satisfaction and business growth. Experience in customer experience strategy and resource optimization is essential.

Benefits

Professional growth opportunities

Diversity and inclusion initiatives

Collaborative work environment

Qualifications

• Experience in customer experience strategy and orchestration.
• Ability to mentor and guide team members.
• Proven track record in resource optimization and operational management.

Responsibilities

• Spearhead planning and execution of customer visits.
• Develop and implement personalized customer experience strategies.
• Oversee daily operations to ensure optimal utilization of resources.

Skills

Customer Experience Strategy

Mentorship

Stakeholder Collaboration

Operational Excellence

Budget Management

Tools

5G

AI

IoT

AR/VR

Job description

This job is about leading the Maxis Business Innovation Centre, where you’ll enhance customer experiences with innovative tech like 5G and AI. You might like this job because you’ll mentor a team and collaborate with diverse stakeholders to drive growth!

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia’s leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?

What are you accountable for?

Customer Experience Strategy & Orchestration

Spearhead the planning and execution of customer visits, collaborate with business and segment teams, and ensure high customer satisfaction.

Craft and design best-in-class customer journey walkthroughs and experiences, leveraging insights and feedback to drive continuous improvement.

Tailored Experiences: Develop and implement personalized customer experience strategies, deliver presentations and facilitate outcome-driven discussions.

Collaborate with stakeholders to identify opportunities to enhance the customer experience and drive business growth.

Assists with setting up and running experiential showcases and technology demonstrations.

Host customers alongside Account Managers (AMs) and segment teams during visits

Lead the conceptualization and execution of MBIC content refresh initiatives, ensuring alignment with business objectives and customer needs.

Collaborate with stakeholders, partners, vendors, and internal teams to bring innovative ideas to life, leveraging technologies such as 5G, AI, IoT, AR/VR to create immersive experiences.

Oversee the content workstream from conceptualization to realization, managing multiple stakeholders, vendors, and logistics.

Procure solutions and onboard partners through the procurement process company regulations.

MBIC Operational Excellence

Oversee daily operations to ensure optimal utilization of resources and facilities

Ensures technology and infrastructure are fully functional.

Manage meeting room bookings, resource tracking, and optimization

Track key performance indicators (KPIs) such as visits, customers, BRNs, customer feedback and room utilization

Develop and manage budgets, forecasts, and financial plans to drive business growth

Lead annual AOP plans for MBIC CAPEX and OPEX

Performance Management:

Track KPIs including visits, customer feedback, and room utilisation; provide actionable insights for continuous improvement.

Stakeholder Collaboration

Work closely with business, segment teams, vendors, and partners to enhance customer experience and drive business growth.

Mentor and guide Innovation Centre Specialist, fostering a culture of operational excellence and innovation.

What do you require for the role?

Plan and execute customer visits, design tailored journeys, and ensure high customer satisfaction

Deliver presentations, facilitate discussions, and host customers with Account Managers and segment teams

Set up and manage experiential showcases and technology demonstrations

Lead MBIC content refresh initiatives and align with business objectives

Collaborate with internal teams, vendors, and partners to implement innovative ideas using 5G, AI, IoT, AR/VR

Manage content workstream from concept to execution, including procurement and logistics

Oversee daily operations, meeting room bookings, and resource optimization

Ensure technology and infrastructure are fully functional for customer engagements

Track KPIs such as visits, feedback, BRNs, and room utilization; provide insights for improvement

Develop and manage budgets, forecasts, and annual AOP plans for CAPEX and OPEX

Mentor and guide team members to foster innovation and operational excellence

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.

Proactive culture

Work with cross-functional teams that are proactive, collaborative, and result-oriented!

Global exposure

Together, we strive to impact communities nationwide through strategic CSR offerings.

Professional growth

Expand and apply your experience in product development, while building new skills and knowledge in other areas!

We are the leading integrated telco in Malaysia, connecting people and businesses to a world of possibilities. Tomorrow Begins Today as we make aspiration achievable today with reliable connectivity and a simple experience.We deeply believe that the key element to our success has always been our people. To realise our shared vision to be the leading integrated telco in Malaysia, we have embedded...