Senior CX & Journey Design Executive

KPJ HEALTHCARE BERHAD; Malaysia; On-site; MYR 50,000 - 70,000; Full time

Job summary

KPJ HEALTHCARE BERHAD in Malaysia is seeking a Senior Executive of XD to support the Deputy Manager in enhancing customer experience initiatives. The role requires a proactive individual with strong analytical and communication skills who can effectively assist in improving customer journeys and services across various touchpoints.

The ideal candidate holds a Bachelor’s degree, has a minimum of 3 years in the service provider industry, and possesses exceptional people skills. Knowledge of service recovery frameworks and customer experience metrics is advantageous.

Qualifications

• Minimum 3 years of experience in a relevant field.
• Experience in service provider industry, hospitality, or healthcare.
• Knowledge of service recovery frameworks, CX metrics, and social media monitoring tools is an advantage.

Responsibilities

• Support end‑to‑end customer journey initiatives, including planning, execution, and ongoing improvements.
• Assist in the development and implementation of high‑level service recovery modules.
• Support implementation of group customer and CCX engagement initiatives.
• Work closely with internal teams and external partners to ensure seamless execution.

Skills

Exceptional people skills

Excellent communication skills

Strong analytical skills

Strong Excel skills

Strong PowerPoint skills

Education

Bachelor’s degree in any related field

Professional certificate in PR and Customer Service

Job description

KPJ HEALTHCARE BERHAD in Malaysia is seeking a Senior Executive of XD to support the Deputy Manager in enhancing customer experience initiatives. The role requires a proactive individual with strong analytical and communication skills who can effectively assist in improving customer journeys and services across various touchpoints.

The ideal candidate holds a Bachelor’s degree, has a minimum of 3 years in the service provider industry, and possesses exceptional people skills. Knowledge of service recovery frameworks and customer experience metrics is advantageous.