Senior Manager, Strategic Project Transformation, Product & Design

Career Opportunities: Senior Manager, Strategic Project Transformation, Product & Design (21833)

Requisition ID21833-Posted -Kuala Lumpur International Airport-BCX - Group Customer Experience-Group Branding & Customer Experience

Senior Manager, Strategic Project Transformation, Product & Design

Reports To

General Manager, Group Customer Experience

Role Purpose

The Senior Manager, Strategic Project Transformation, Product & Design leads the strategic development and execution of customer experiences projects and initiatives across priority touchpoints for Malaysia Aviation Group (MAG). Responsibilities include collaborating with respective touchpoint leads (across the ground experience, in-flight and F&B), the CX Quality and Audit team (to integrate critical customer insights) in support of the Group’s subsidiaries of Airline, Aviation Services and Loyalty.Strong leadership is required to build a skilled team and ensure the highest standards of excellence in the customer journey.

Key Accountability

Strategic Planning and Transformation Management

• Lead and inspire the team to achieve the vision of an ideal customer journey.
• Develop strategies for a seamless customer journey and experience across priority touchpoints (Face-to-Face and Digital Channels), create supporting business cases, and implementation plans that is aligned with business objectives and brand standards.
• Oversees the overall / end-to-end product lifecycle, from identifying opportunities to testing and commercialization, with detailed recommendations and implementation plans.
• Stay updated on industry trends, consumer insights, competitor benchmarks, and best practices to maintain competitiveness and drive business growth.
• Creative, detail-oriented, and strategic thinker with problem-solving, multitasking, and leadership abilities to build high-performing teams and meet deadlines.

Cross-Functional Collaboration and Leadership

• Align products with brand and business goals by using customer insights, market trends, and technology advancements through cross-department collaboration.
• Collaborate with internal business units to ensure seamless experience project and initiatives implementation across touchpoints (Face-to-Face and Digital Channels), gaining buy-in and ensuring operational readiness through pilots, POCs, testing, implementation, and evaluations
• Exceptional communication and collaboration skills to ensure smooth implementation.

Performance Measurement and Continuous Improvement

• Monitor implementation timelines, track KPIs and performance, and adjust strategies as needed for optimal outcomes.
• Collaborate with cross functional stakeholders aligned with corporate principles while enhancing productivity, efficiency, and teamwork.
• Identify and provide training opportunities to upskill team members, ensuring they are equipped with both technical and soft skills required for success.

Qualification

Degree in Business Administration / Marketing / Economics / Management or equivalent

WorkingExperience

A minimum of 10 - 13 years of relevant experience in strategic and corporate planning, product development, sales & marketing with extensive cross-functional business interaction with in-depth business finance knowledge and 5 - 7 years in leadership role.

Areas of Experience

• Experienced in strategic transformation program design and delivery.
• Strong customer experience management, marketing, product development, culture change and employee engagement.
• Extensive knowledge in cross-functional business interaction with in-depth understanding in business finance.