Senior Customer Experience Leader - Industrial & Residential

Trojan Technologies; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Based in Malaysia – KL, with potential discussions on additional locations. The role emphasizes VOC, NPS, and data-driven improvements across multiple touchpoints and teams.

Qualifications

• Experience in customer experience management in a B2B/industrial or residential products environment.
• Bachelor’s degree in business administration, marketing, engineering, or related field.
• Proven track record designing and implementing CX or VOC programs that improve customer satisfaction or retention.

Responsibilities

• Lead and transform the end-to-end customer experience strategy across Industrial and Residential segments.
• Collaborate with Sales, Product Management, Operations, and Service to align journeys with business outcomes.
• Build VOC program to capture insights and drive continuous improvement across APAC.

Skills

CX strategy

VOC programs

Cross-functional leadership

Analytics

Customer journey mapping

NPS improvement

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

Salesforce

Medallia

Qualtrics

Job description

Based in Malaysia – KL, with potential discussions on additional locations. The role emphasizes VOC, NPS, and data-driven improvements across multiple touchpoints and teams.