Customer Journey & Service Innovation Specialist (Segment Postpaid & Prepaid)
CelcomDigi
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Contractor

Job Description
This role focuses on optimizing the customer journey or designing new journeys for prepaid and postpaid product related offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.
Responsibilities
Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.
At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.
Let’s advance and inspire Malaysia together! #WeAreCelcomDigi
Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.
CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.
This role focuses on optimizing the customer journey or designing new journeys for prepaid and postpaid product related offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.
Responsibilities
- Map and analyze the customer journey for consumer products, identifying key touchpoints and Moments of Truth (MOTs).
- Conduct customer research to understand needs and preferences related to product features, pricing, and lifecycle management.
- Collaborate with product teams to design and implement improvements to the product experience.
- Champion a customer-centric approach to product development and lifecycle management.
- Digitizing & modernizing products through alternative servicing channels.
- Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.
- 5+ years of experience in customer experience, customer journey mapping, product lifecycle management or other related field.
- Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
- Strong understanding of telecommunications products and services.
- Excellent communication, interpersonal, and collaboration skills.
Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.
At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.
Let’s advance and inspire Malaysia together! #WeAreCelcomDigi
Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.
CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Senior Compliance Manager, Pharmaceuticals – Malaysia, Singapore and Thailand
AbbVie,
Petaling Jaya
11 hours ago
Company DescriptionAbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information...

Staff Site Reliability Engineer
Electrolux Group,
Petaling Jaya
1 day ago
Be part of something bigger. Decode the future.At Electrolux, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.Come join us as you are. We believe diverse perspectives...

Talent Acquisition Specialist
Air Liquide,
Petaling Jaya
1 day ago
ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping...
