Transformation & CX Excellence Lead

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

TNG Digital Sdn Bhd is seeking a Senior Transformation Analyst to lead the design and execution of customer journey improvements in Kuala Lumpur. You will bridge data insights with strategic actions to enhance customer experience and operational efficiency.

You will map end-to-end user experiences, identify friction points, and drive cross-functional initiatives across Operations, Risk, Technology and Product to ensure timely, measurable outcomes.

Qualifications

• Degree in Business Management, Statistics, Engineering or related field.
• 5–7 years in Business Improvement or CX transformation projects, preferably Fintech or e-Wallets.
• Mastery of process improvement methodologies and project management tools (Lean Six-Sigma, Agile, RAID logs).
• Ability to translate data into business value and drive cross-functional change.

Responsibilities

• Architect Customer Journey Blueprints to map the end-to-end user experience.
• Identify friction points and define problem statements to lead structured gap-closure roadmaps.
• Analyze complex data to extract actionable narratives and track KPIs with visualization tools (PowerBI, Zendesk Explore) and SQL.
• Collaborate with Operations, Risk, Technology, Product and other functions to deliver CX improvements.

Skills

Data analysis

Cross-functional collaboration

Communication skills

Education

Degree in Business/Statistics/Engineering

Tools

Lean Six-Sigma

Agile

RAID logs

Job description

TNG Digital Sdn Bhd is seeking a Senior Transformation Analyst to lead the design and execution of customer journey improvements in Kuala Lumpur. You will bridge data insights with strategic actions to enhance customer experience and operational efficiency.

You will map end-to-end user experiences, identify friction points, and drive cross-functional initiatives across Operations, Risk, Technology and Product to ensure timely, measurable outcomes.