Senior CX Strategy Lead - Ground Experience

Malaysia Airlines; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

Malaysia Airlines seeks a Senior Manager, Customer Experience (Ground) to lead strategic CX initiatives across MAG touchpoints. You will collaborate with ground, in-flight, F&B, and CX Quality teams to elevate the end-to-end journey for the Group’s Airline, Aviation Services, and Loyalty subsidiaries.

The role focuses on developing and executing CX strategies, roadmaps, business cases, and cross-functional implementation to strengthen the customer experience and drive sustainable growth.

Qualifications

• Deep expertise in customer experience management and end-to-end journey mapping across physical and digital channels.
• Strong ability to translate corporate vision into actionable roadmaps and business cases.
• Creative, detail-oriented approach to service design and problem solving.

Responsibilities

• Spearhead strategic vision and end-to-end CX and product initiatives across priority touchpoints.
• Formulate CX/product strategies across physical and digital channels with solid roadmaps.
• Own end-to-end product lifecycle from ideation to post-launch evaluation.
• Leverage customer insights and benchmarking to drive growth and competitive advantage.
• Partner with executive leadership to secure strategic buy-in and cross-department execution.
• Drive readiness through POCs, pilots, and testing phases across touchpoints.
• Monitor milestones, track KPIs, and refine strategies for performance improvements.
• Lead and mentor the team to deliver a seamless customer journey.
• Foster high-performance culture and cross-functional collaboration.
• Identify capability gaps and upskill team members in leadership and tech.

Skills

CX management

Product lifecycle

Journey mapping

Strategic roadmaps

Business case development

Cross-functional leadership

Education

Bachelor’s degree in business/marketing/economics/management

Job description

Malaysia Airlines seeks a Senior Manager, Customer Experience (Ground) to lead strategic CX initiatives across MAG touchpoints. You will collaborate with ground, in-flight, F&B, and CX Quality teams to elevate the end-to-end journey for the Group’s Airline, Aviation Services, and Loyalty subsidiaries.

The role focuses on developing and executing CX strategies, roadmaps, business cases, and cross-functional implementation to strengthen the customer experience and drive sustainable growth.