Senior CX & Product Strategy Leader

Malaysia Airlines; Kuala Lumpur; In loco; MYR 180.000 - 300.000; Tempo pieno

Descrizione del lavoro

Malaysia Airlines is seeking a Senior Manager, Customer Experience to lead strategic CX initiatives across MAG's touchpoints, uniting ground, in-flight, F&B, and CX teams. You will synthesize insights to elevate the end-to-end journey across the Group’s Airline, Aviation Services, and Loyalty subsidiaries.

You will shape CX and product roadmaps, own the lifecycle from ideation to post-launch review, and coach a high-performance team to deliver seamless customer experiences across physical and

Competenze

• Bachelor’s Degree in Business Administration / Marketing / Economics / Management or a relevant discipline.
• At least 10 years of working experience in strategic transformation program design and delivery.

Mansioni

• Spearhead CX and product initiatives across priority touchpoints.
• Develop CX and product roadmaps aligned with brand standards.
• Own end-to-end product lifecycle from ideation to post-launch.
• Use customer insights and benchmarks to drive growth.
• Lead cross-functional collaboration and executive alignment.
• Drive POCs, pilots, and testing phases.
• Monitor KPIs and refine strategies for performance.
• Mentor the team to deliver seamless customer journeys.

Conoscenze

CX management

Product lifecycle

Journey mapping

Strategic thinking

Creative problem-solving

Formazione

Bachelor's Degree

Descrizione del lavoro

Malaysia Airlines is seeking a Senior Manager, Customer Experience to lead strategic CX initiatives across MAG's touchpoints, uniting ground, in-flight, F&B, and CX teams. You will synthesize insights to elevate the end-to-end journey across the Group’s Airline, Aviation Services, and Loyalty subsidiaries.

You will shape CX and product roadmaps, own the lifecycle from ideation to post-launch review, and coach a high-performance team to deliver seamless customer experiences across physical and