CX Transformation Specialist (CC, Retail & Digital)

CD Level (For CDT Posting Only)

CD 4

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

Role Overview

• This role is responsible for optimizing the customer journey across call center, retail and digital touchpoints.
• This includes mapping the end-to-end journey, identifying pain points, and implementing improvements to enhance the customer experience and drive CSAT recovery and Company KPIs.
• Implementing strategies to enhance the online experience and drive digital adoption. This role will act as a change agent, collaborating with call center and retail teams to implement new processes and technologies.
• This role also leads the development and implementation of innovative service solutions and automation initiatives to enhance the customer experience and improve operational efficiency.
• This includes identifying opportunities for automation, leading the implementation of new technologies, and driving continuous improvement.
  
  

Responsibilities

• Map and analyze the current customer journey across call center and retail channels, identifying key touchpoints and Moments of Truth (MOTs).
• Conduct customer research and gather feedback to understand customer needs and pain points.
• Collaborate with call center and retail teams to design and implement improvements to the customer journey.
• Drive the adoption of new technologies and processes to enhance the customer experience.
• Act as a change agent, championing a customer-centric culture within call center and retail teams.
• Monitor and analyze key CX metrics to track progress and identify areas for improvement.
• Ensure alignment between call center and retail channels to provide a seamless customer experience.
  
  

Requirements

• Bachelor's degree in a relevant field.
• 8+ years of experience in customer service, retail operations, or a related field.
• Strong understanding of call center and retail processes and technologies.
• Experience with customer journey mapping and service design.
• Excellent communication, interpersonal, and collaboration skills.
• Proven ability to drive change and influence stakeholders.
  
  

Next Steps

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

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CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.