VOC Analytics & CX Governance Lead

CelcomDigi Berhad; Petaling Jaya; On-site; MYR 120,000 - 180,000; Part time

Job summary

CelcomDigi Berhad is recruiting a CX QA & Governance Specialist (VOC Analysis & Reporting) for a contract role in Malaysia. The holder will lead VOC programmes across NPS, CSAT, CES and other feedback initiatives, translating insights into strategic actions and improvements.

The role requires strong analytics, survey governance, executive reporting and collaboration with stakeholders to drive customer experience excellence.

Qualifications

• Bachelor's Degree in Business, Marketing, CX, Statistics, Data Analytics or related discipline.
• 5–7 years of VOC/CX/Customer Insights or related fields.
• Strong knowledge of NPS, CSAT, CES.
• Experience in survey design, survey governance, customer feedback management and insight generation.
• Strong analytical and problem-solving skills with trend analysis and root-cause analysis.
• Proficient in Power BI, Tableau or other BI tools.
• Experience in reporting automation, dashboard development and performance reporting.
• Excellent stakeholder management and presentation skills.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and continuously enhance the enterprise VOC programme, including NPS, CSAT, CES and other customer feedback initiatives.
• Design and manage customer surveys, measurement frameworks and feedback mechanisms to capture customer sentiment across key journeys.
• Govern survey methodologies, deployment processes, quality assurance standards and vendor partnerships.
• Analyse customer feedback data to identify trends, root causes, pain points and opportunities for CX improvement.
• Develop dashboards, reports and executive presentations that translate insights into actionable business recommendations.
• Facilitate VOC governance forums and collaborate with stakeholders to drive accountability and improvements.
• Monitor CX performance and provide strategic recommendations to support service enhancement and transformation programmes.
• Drive reporting automation, dashboard development and process improvements using BI tools.
• Collaborate with cross-functional teams to align customer insights with business priorities.

Skills

Stakeholder management

Project management

Analytical thinking

Presentation skills

Cross-functional collaboration

Education

Bachelor's degree in Business/Marketing/Data Analytics

Tools

Power BI

Tableau

Job description

CelcomDigi Berhad is recruiting a CX QA & Governance Specialist (VOC Analysis & Reporting) for a contract role in Malaysia. The holder will lead VOC programmes across NPS, CSAT, CES and other feedback initiatives, translating insights into strategic actions and improvements.

The role requires strong analytics, survey governance, executive reporting and collaboration with stakeholders to drive customer experience excellence.