Senior CX Journey Designer - End-to-End Experience

ASTRO Holdings Behad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Astro Malaysia Holdings Berhad is seeking a Senior Associate to design, improve, and safeguard the end-to-end customer experience across Astro’s products, services and touchpoints. The role translates customer insight and operational data into redesigned journeys and service standards that reduce effort and lift advocacy.

The position leads CX projects, collaborates with multiple business units, and ensures governance and compliance while driving measurable improvements in customer journeys

Qualifications

• Bachelor’s degree in business, Marketing, Communications, Design, Analytics or a related discipline or equivalent practical experience.
• Minimum 4 years’ working experience in customer experience, service design, customer operations, process or performance improvement, or a closely related field.
• Demonstrated experience mapping and improving end-to-end customer journeys, with evidence of measurable outcomes.
• Strong analytical capability, able to interrogate quantitative and qualitative data, form a well-reasoned assessment and translate it into a defensible recommendation.
• Proven ability to move an initiative from ideation to execution independently, managing delivery plans against limited time and resources and setting clear priorities.
• Effective stakeholder management across functions and seniority levels, including the ability to influence without direct authority.
• Excellent written and verbal communication in English and Bahasa Malaysia; able to structure and present ideas persuasively to management.
• Working proficiency in Microsoft Excel and PowerPoint (or equivalent), including data manipulation and executive-level presentation.

Responsibilities

• Design end-to-end journeys across Astro’s products, services and touchpoints.
• Map, document and maintain customer journeys for new and existing offerings across touchpoints – self-service and assisted service.
• Diagnose pain points using VoC data, complaint drivers, and metrics to identify friction and effort hotspots.
• Redesign and prioritise improvements with business units, size impact, and rank backlog by value.
• Define customer communication, messaging, and touchpoint strategies for journey stages.
• Service blueprinting translating journeys into front-end and back-end workflows.
• Define and refresh service standards, playbooks, escalation paths and recovery protocols.
• Establish closed-loops for feedback and verify improvements.
• Drive CX projects end-to-end from initiation to benefit realisation.

Job description

Astro Malaysia Holdings Berhad is seeking a Senior Associate to design, improve, and safeguard the end-to-end customer experience across Astro’s products, services and touchpoints. The role translates customer insight and operational data into redesigned journeys and service standards that reduce effort and lift advocacy.

The position leads CX projects, collaborates with multiple business units, and ensures governance and compliance while driving measurable improvements in customer journeys