Senior CX QA & Governance Lead (Projects)

CelcomDigi Bhd; Selangor; Presencial; MYR 120 000 - 180 000; Tempo integral

Resumo da oferta

CelcomDigi Bhd is seeking a Senior CX QA & Governance Specialist (Projects) to lead the CX quality assurance and governance initiatives. You will drive VOC platform implementations for NPS and CSAT, transform customer feedback into actionable improvements, and ensure cross‑functional collaboration across business, technology, data, and operations.

You will define strategic plans, manage stakeholders, and monitor outcomes to improve customer experience and KPIs, while guiding teammates through

Qualificações

• Bachelor’s degree in Business, Project Management, Data Analytics, Customer Experience, or a related field.
• 6–10 years of experience in CX, project management, PMO, feedback management, customer management, or related roles.
• Experience implementing customer feedback platforms, NPS or CSAT programmes, or closed‑loop feedback processes.
• Strong ability to develop strategic plans and translate them into practical project plans and measurable outcomes.
• Strong stakeholder management, facilitation, analytical, reporting, and communication skills.
• Experience coordinating cross‑functional projects involving business, technology, data, and operations teams.

Responsabilidades

• Develop the CX QA & Governance strategic plan and project roadmap, translating priorities into milestones, owners, timelines, and success measures.
• Lead the planning and execution of the VOC implementation for NPS and CSAT, including requirements, business rules, testing, launch readiness, and adoption.
• Govern Feedback Management processes to ensure survey data, reporting, and insights are accurate, timely, and actionable.
• Plan and coordinate Customer Management initiatives, including customer segmentation, engagement approaches, and service recovery processes.
• Establish and improve closed-loop feedback processes so customer issues and insights are assigned to the right owners, acted on, and tracked through resolution.
• Monitor project progress, dependencies, and risks; drive mitigation actions and elevate decisions when needed.
• Define and track outcomes for each initiative, including improvements to feedback quality, response handling, customer experience, and divisional KPIs.
• Lead post‑implementation reviews and working sessions to identify lessons learned and improve processes.
• Provide clear progress reports and recommendations to CXD leadership and relevant governance forums.
• Guide project teams and junior team members on planning, execution, stakeholder coordination, and delivery practices.
• Work closely with business, technology, data, operations, and channel teams to align requirements and deliver end‑to‑end solutions.

Conhecimentos

CX Experience

Project management

Stakeholder management

Data analytics

Communication skills

Formação académica

Bachelor’s degree

Descrição da oferta de emprego

CelcomDigi Bhd is seeking a Senior CX QA & Governance Specialist (Projects) to lead the CX quality assurance and governance initiatives. You will drive VOC platform implementations for NPS and CSAT, transform customer feedback into actionable improvements, and ensure cross‑functional collaboration across business, technology, data, and operations.

You will define strategic plans, manage stakeholders, and monitor outcomes to improve customer experience and KPIs, while guiding teammates through