Manager, Customer Experience – Hong Leong Bank
Role Summary
The Manager, Customer Experience is responsible for leading the delivery of customer experience initiatives. This role involves designing engaging workshops and managing the annual CX awards to enhance customer satisfaction.
Job Description
As a Customer Experience Manager, you will oversee the execution of various CX initiatives in a dynamic work environment. Your day-to-day responsibilities will include collaborating with cross-functional teams to ensure milestones are met and fostering a customer-first mindset.
Key Responsibilities:
- Lead the delivery of customer experience initiatives.
- Design and facilitate engaging workshops for staff.
- Develop comprehensive training modules for customer service teams.
- Manage the annual customer experience awards program.
- Identify journey friction points to enhance customer satisfaction.
- Collaborate with stakeholders to implement CX strategies.
- Monitor and report on the effectiveness of CX initiatives.
Job Requirements
Malaysian citizen.
Bachelor’s degree in Business, Marketing, Psychology, Communications, or a related field.
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 is a plus.
Exceptional command of executive-level written and verbal communication.
Strong business acumen and analytical thinking.
Quick Info
Company
Hong Leong Bank
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
7 skills
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Required Skills
Customer Experience Management
Project Management
Workshop Facilitation
Training Development
Analytical Thinking
Communication
Stakeholder Engagement
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