Senior CX Manager: Strategy, Journeys & Transformation

Hong Leong Bank; Malaysia; Sur place; MYR 120 000 - 180 000; Plein temps

Résumé du poste

Hong Leong Bank in Malaysia seeks a proactive Customer Experience Manager to lead end-to-end CX programs designed to improve journeys and foster a customer-centric culture. You will drive workshops, training modules, and the annual CX awards, aligning cross-functional teams to measurable improvements and a customer-first mindset.

The role reports to the Head of Customer Experience & Insights. Ideal candidates will have 8+ years in CX or related transformations, strong communication skills, and

Qualifications

• 8+ years in customer experience, business transformation or change management roles.
• Strong command of executive-level written and verbal communication.
• Proficiency in PowerPoint, Excel and project tracking tools.
• Familiarity with Canva or similar design tools is a plus.

Responsabilités

• Lead end-to-end delivery of CX initiatives from planning to execution of workshops and events.
• Design and facilitate CX workshops, turning feedback into strategic insights and reports.
• Develop and deliver CX training modules incorporating global trends and process improvements.
• Oversee the annual CX awards process, from nominations to event execution.
• Champion a customer-first mindset through strategic storytelling and internal comms.
• Identify journey friction points via data and benchmarking to redesign processes toward the NPS targets.
• Manage the Customer Service Charter with tracking systems for quarterly improvements.
• Provide guidance to direct reports to foster a high‑performing culture.

Connaissances

Customer experience

Business transformation

Change management

PowerPoint

Excel

Project tracking

Canva

Formation

Bachelor's degree in Business, Marketing, Psychology, Communications, or related field

Description du poste

Hong Leong Bank in Malaysia seeks a proactive Customer Experience Manager to lead end-to-end CX programs designed to improve journeys and foster a customer-centric culture. You will drive workshops, training modules, and the annual CX awards, aligning cross-functional teams to measurable improvements and a customer-first mindset.

The role reports to the Head of Customer Experience & Insights. Ideal candidates will have 8+ years in CX or related transformations, strong communication skills, and