Senior CX QA & Governance Specialist (Projects)

CelcomDigi Bhd; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

CX Experience

Project management

Stakeholder management

Data analytics

Communication skills

Education

Bachelor’s degree

Job description

Senior CX QA & Governance Specialist (Projects)

We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Date:8 Oct 2026

Custom Field 2:15240

Employment Type:Contract

City:CelcomDigi Tower, Petaling Jay

Lead the planning and execution of CX QA & Governance initiative by driving the VOC Platform implementation for NPS and CSAT, establish clear project plans and governance, and work across teams to turn customer feedback into measurable service improvements.

Responsibilities

• 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.

Requirements

• 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.

Business Unit:CUSTOMER EXPERIENCE

At CelcomDigi, we aspire to be Malaysia’s leading telco‑tech company - the nation’s digital growth engine - powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi onLinkedInand vote for us as Malaysia’s Most Preferred Employer at theGRADUAN Brand Awards.

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