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About the role As the Customer Experience & Quality Assurance Lead at J&T EXPRESS (MALAYSIA) SDN. BHD., you will be fully responsible for driving user experience enhancement projects across our Malaysia operations. You will play a key role in ensuring service quality and optimizing the end-to-end customer journey—from counter transactions at retail outlets to last-mile delivery—while leading the team to uphold and continuously improve customer experience standards.

Establish and manage the VOC (Voice of Customer) framework, systematically collecting customer feedback from multiple channels, including customer service touchpoints, social media, store audits, user interviews, and product usage data.

Conduct in-depth analysis of VOC data, consolidate insights, identify experience gaps, process pain points, and improvement opportunities, and provide actionable recommendations to management.

Oversee and evaluate the effectiveness of customer experience enhancement initiatives, ensuring completion of the full “Analyze – Drive – Improve – Validate” experience management cycle.

Lead or collaborate with cross-functional teams to design, optimize, and monitor key customer-facing processes, including pre-sales inquiries, counter transactions, order placement, delivery operations, after-sales service, and complaint handling.

Conduct regular on-site inspections at retail outlets to assess front-line staff’s scripts, service attitude, professionalism, and process adherence, ensuring consistent implementation of experience standards.

Perform spot checks on courier service quality, focusing on identifying issues such as fabricated charges, fraud, duplicate charging, non-compliance, and parcel loss, and drive efforts to build a transparent, professional, and trustworthy delivery experience.

Strong understanding of customer service processes with a genuine passion for customer experience improvement and a keen sense of service quality.

Proficient in data analysis and QA methodologies, with the ability to independently produce experience analysis reports and SOP documentation.

Able to travel to regional branches and outlets for on-site audits, customer experience assessments, and process verification.

Minimum 2 years of experience as a Customer Experience Lead/Supervisor, with proven team leadership and cross-department coordination capabilities.

Strong communication skills with clear logical thinking, capable of driving alignment and executing experience improvement projects effectively.

Excellent analytical skills with strong command of data processing tools and functions.

Apply now to become our next Customer Experience & Quality Assurance Lead and be a part of our dynamic and growth-oriented organization.

Medical Miscellaneous allowance Sports (e.g. Gym) Birthday event, Team building, Paternity leave

Kuala Lumpur City Centre, Kuala Lumpur, MY