Strategy & Implementation Lead, Omnichannel Interaction Architect, Group Customer Excellence & Advocacy

Maybank; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Maybank is seeking a leader to design and implement its Omnichannel Customer Interaction strategy across Branches, Contact Centre, Digital channels, and RM-assisted touchpoints. You will drive seamless customer journeys, improve CX, and boost operational efficiency and employee productivity.

You will develop the target operating model, optimize touchpoints, and oversee cross-functional programs. Expertise in CRM, AI, and service transformation is highly valued to deliver measurable business

Qualifications

• Experience in customer experience, omnichannel strategy, service transformation, or digital banking initiatives.
• Proven experience in customer journey redesign, contact centre transformation, or branch transformation programmes.
• Familiarity with CRM platforms, contact centre solutions, AI, workflow automation, and customer engagement technologies.
• Experience collaborating with stakeholders across Business, Operations, Technology, and Digital teams to deliver customer-centric transformation initiatives.
• Exposure to banking, financial services, consulting, or customer-centric transformation environments is preferred.
• Certifications in Design Thinking, Agile, Customer Journey Management, Customer Experience (CX), or related disciplines are a plus.
• Strong stakeholder management, communication, and problem-solving skills.
• Customer-centric mindset with a passion for enhancing customer experience, simplifying interactions, and driving measurable business outcomes.

Responsibilities

• Lead the development and implementation of Maybank's Omnichannel Customer Interaction Target Operating Model.
• Design and optimize customer interaction strategies across multiple touchpoints, including Branches, MGCC Contact Centre, Digital Channels, Collections, and Relationship Manager (RM)-assisted channels.
• Drive customer journey redesign initiatives and service experience improvements across priority customer episodes.
• Coordinate and oversee implementation activities across Business, Group Operations, Technology, and country teams.
• Develop business cases, prioritization frameworks, and implementation roadmaps for omnichannel transformation initiatives.
• Drive the adoption of AI, automation, workflow orchestration, and customer self-service capabilities to improve service delivery and operational efficiency.
• Monitor and track customer experience metrics, including Net Promoter Score (NPS), Customer Effort Score (CES), cost-to-serve, and productivity outcomes.
• Support the implementation of future-state operating models and organizational capabilities required to achieve omnichannel customer experience objectives.

Skills

Customer experience

Omnichannel strategy

Service transformation

Customer journey management

Digital banking initiatives

CRM platforms

Contact centre solutions

AI & automation

Workflow orchestration

Stakeholder management

Cross-functional collaboration

Communication skills

Problem-solving

Customer-centric mindset

Job description

Lead the design and implementation of Maybank’s Omnichannel Customer Interaction strategy across Branch, Contact Centre, Digital and Relationship Management channels, enabling seamless customer journeys and delivering improvements in customer experience, operational efficiency and employee productivity.

Key Responsibilities

• Lead the development and implementation of Maybank's Omnichannel Customer Interaction Target Operating Model.
• Design and optimize customer interaction strategies across multiple touchpoints, including Branches, MGCC Contact Centre, Digital Channels, Collections, and Relationship Manager (RM)-assisted channels.
• Drive customer journey redesign initiatives and service experience improvements across priority customer episodes.
• Coordinate and oversee implementation activities across Business, Group Operations, Technology, and country teams.
• Develop business cases, prioritization frameworks, and implementation roadmaps for omnichannel transformation initiatives.
• Drive the adoption of AI, automation, workflow orchestration, and customer self-service capabilities to improve service delivery and operational efficiency.
• Monitor and track customer experience metrics, including Net Promoter Score (NPS), Customer Effort Score (CES), cost-to-serve, and productivity outcomes.
• Support the implementation of future-state operating models and organizational capabilities required to achieve omnichannel customer experience objectives.

Job Requirements

• Relevant experience in customer experience, omnichannel strategy, service transformation, customer journey management, or digital banking initiatives.
• Proven experience in customer journey redesign, contact centre transformation, or branch transformation programmes.
• Familiarity with CRM platforms, Contact Centre solutions, Artificial Intelligence (AI), workflow automation, and customer engagement technologies.
• Experience collaborating with stakeholders across Business, Operations, Technology, and Digital teams to deliver customer-centric transformation initiatives.
• Exposure to banking, financial services, consulting, or customer-centric transformation environments is preferred.
• Professional certifications in Design Thinking, Agile, Customer Journey Management, Customer Experience (CX), or related disciplines would be an added advantage.
• Strong stakeholder management, communication, and problem-solving skills, with the ability to drive cross-functional initiatives and influence decision-making.
• Customer-centric mindset with a passion for enhancing customer experience, simplifying customer interactions, and driving measurable business outcomes.