Manager, Customer Experience

If you are looking to excel and make a difference, take a closer look at us…

Overview

We are looking for a proactive, strategic, and hands-on Customer Experience (CX) Manager to help make our customer-first vision a reality. You will lead end-to-end CX programs designed to improve customer journeys, cultivate a customer-centric culture, and foster cross-functional collaboration to deliver iconic experiences. This role is ideal for a creative leader who takes pride in driving meaningful, measurable improvements and navigating both strategy and execution in a fast-paced environment.

The successful candidate(s) will report to the Head of Customer Experience & Insights. 

Key Responsibilities and Accountabilities
Functional (job responsibilities)

• Lead the end-to-end delivery of CX initiatives, ensuring milestones are met from initial planning through execution of workshops and internal events.

• Design and facilitate engaging CX workshops, synthesizing feedback into strategic insights to drive post-session accountability and reporting.

• Develop and deliver comprehensive CX training modules while integrating global trends to recommend innovative process improvements.

• Take full ownership of the annual CX awards, managing the nomination, evaluation, and event execution to celebrate service success.

• Champion the customer-first mindset through strategic storytelling and content management across internal communication channels.

• Identify journey friction points through data and benchmarking to redesign end-to-end processes aligned with NPS targets.

• Manage the Customer Service Charter and establish tracking systems to ensure measurable quarterly service level improvements.

• Provide guidance and direction to direct reports, fostering a high-performance culture rooted in ownership and pride

Jobholder Requirements

• Malaysian citizen. 

Education/Qualification

• Bachelor’s degree in Business, Marketing, Psychology, Communications, or a related field. 

Experience/Requirements

• 8 years and above in customer experience, business transformation, or change management roles.

• Proficiency in Microsoft PowerPoint, Excel and project tracking tools.

• Familiarity with design tools like Canva or other digital platforms is a plus.

• Exceptional command of executive-level written and verbal communication.

• Comfortable facilitating discussions, guiding conversations and working with diverse stakeholders.

• Strong business acumen and analytical thinking, grounded in a customer-first mindset and strong ability to navigate both strategy and execution.

Realise your full potential at Hong Leong Bank by applying now.