Maxis Business Innovation Centre Lead

MAXIS Malaysia; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology company in Kuala Lumpur is seeking a dynamic professional for the Customer Experience Strategy & Orchestration role. The ideal candidate will lead customer visits, design tailored journeys, and ensure high satisfaction. Responsibilities include managing operations, collaborating with internal and external stakeholders, and utilizing innovative technologies like 5G and AI to enhance experiences. This position offers an opportunity to innovate and grow in a diverse and inclusive environment.

Qualifications

• Proven track record in customer experience strategy and orchestration.
• Experience in leading high-impact projects with multiple stakeholders.
• Strong mentoring skills for innovation and operational excellence.

Responsibilities

• Spearhead planning and execution of customer visits.
• Design best-in-class customer journey experiences.
• Oversee daily operations and resource optimization.

Skills

Customer Experience Strategy

Collaboration

Performance Management

Stakeholder Engagement

Tools

5G

AI

IoT

AR/VR

Job description

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 as per 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.

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