Head of Customer Experience (CX) Transformation

Head of Customer Experience (CX) Transformation

Celcom and Digi have merged to become Malaysia’s most inspiring telco‑tech company, uniting over six decades of innovation and connectivity.

Job Description

Lead the enterprise‑wide CX transformation at CelcomDigi, designing and delivering seamless customer experiences across consumer and enterprise products. Use data‑driven insights and innovative technologies to optimize interactions at every touchpoint and drive a Customer‑Obsessed culture while aligning with our full IT transformation roadmap.

Responsibilities

• Own the design, delivery, and continuous optimization of all critical Consumer and Enterprise customer journeys from awareness to retention.
• Integrate channels to provide a unified, high‑quality experience across Digital (Mobile App, Online Store, Web Self‑Service), Consumer (Retail Stores, Call Centers, Social Media) and Enterprise (B2B Portals, Account Manager...