VOC & CX Governance Lead (Insights & Reporting)

CelcomDigi; Selangor; On-site; MYR 110,000 - 190,000; Part time

Job summary

CelcomDigi Malaysia is seeking a CX QA & Governance Specialist (VOC Analysis & Reporting) to lead the design, implementation and continuous enhancement of enterprise VOC programmes, aligning with CX objectives.

You will govern NPS, CSAT, CES and other feedback initiatives, translate insights into actionable recommendations, and collaborate with stakeholders to drive improvements across journeys.

Qualifications

• Bachelor's degree in Business, Marketing, CX, Statistics or Data Analytics.
• 5–7 years in VOC/CX/Insights roles.
• Strong knowledge of NPS, CSAT and CES measurement frameworks.
• Experience in survey design, governance and feedback management.
• Strong analytical and problem-solving skills with trend/root-cause analysis.
• Proficient in Power BI, Tableau or similar BI tools.
• Excellent stakeholder management and presentation skills.
• Strong project management and ability to juggle priorities in a fast-paced environment.

Responsibilities

• Lead and enhance the enterprise VOC programme (NPS, CSAT, CES) and other feedback initiatives.
• Design and manage customer surveys and measurement frameworks across key journeys.
• Govern survey methodologies, deployment processes, QA standards and vendor partnerships.
• Analyse feedback data to identify trends and root causes for CX improvement.
• Develop dashboards, reports and executive presentations translating insights into actions.
• Facilitate VOC governance forums and collaborate with stakeholders on improvements.
• Monitor CX performance and provide strategic recommendations for service enhancement.
• Drive reporting automation, dashboard development and BI-driven improvements.
• Collaborate with cross-functional teams to align insights with business priorities.

Skills

VOC programmes experience

CX measurement frameworks

Survey design

Dashboard development

Reporting automation

Stakeholder management

Cross-functional collaboration

Power BI

Tableau

Education

Bachelor's Degree in Business, Marketing, Customer Experience, Statistics, Data Analytics

Tools

Power BI

Tableau

Job description

CelcomDigi Malaysia is seeking a CX QA & Governance Specialist (VOC Analysis & Reporting) to lead the design, implementation and continuous enhancement of enterprise VOC programmes, aligning with CX objectives.

You will govern NPS, CSAT, CES and other feedback initiatives, translate insights into actionable recommendations, and collaborate with stakeholders to drive improvements across journeys.