Senior CX Specialist — Lead End-to-End Customer Journeys

TIME dotCom Berhad; Shah Alam; On-site; MYR 80,000 - 120,000; Full time

Job summary

A telecommunications company in Malaysia is seeking a Senior Customer Experience Specialist. You will lead initiatives focused on identifying customer friction points and drive changes to enhance the overall experience. The ideal candidate has 6–10 years of CX experience and strong skills in data analysis and stakeholder management. This role involves collaborating with various teams to implement strategic improvements and monitor key metrics.

Qualifications

• 6–10 years of experience in CX or related roles.
• Strong experience in presenting insights to senior management.
• Proven ability to design and execute impactful CX initiatives.

Responsibilities

• Lead studies into customer behaviour through quantitative and qualitative methods.
• Develop and drive CX improvement initiatives with clear business impact.
• Own key customer journeys and ensure performance improvement.

Skills

Customer data analysis

Stakeholder management

Service design

CX improvement initiatives

Design Thinking

Education

Bachelor's degree in a related field

Job description

A telecommunications company in Malaysia is seeking a Senior Customer Experience Specialist. You will lead initiatives focused on identifying customer friction points and drive changes to enhance the overall experience. The ideal candidate has 6–10 years of CX experience and strong skills in data analysis and stakeholder management. This role involves collaborating with various teams to implement strategic improvements and monitor key metrics.