CX Transformation Specialist (Segment Fibre & Network)

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 supports the optimization of the customer journey for home fiber and network services. It involves analyzing customer needs related to installation, appointments, service quality, and technical support, and helping to implement improvements that enhance the overall experience. The Specialist will work closely with fibre/network and technical teams to drive initiatives that improve customer satisfaction.

Responsibilities

• Assist in mapping and analyzing the customer journey for home fiber and network services, focusing on key touchpoints and Moments of Truth (MOTs).
• Conduct research and gather insights on customer needs and pain points related to fibre/network performance, technical support, and service reliability.
• Support collaboration with fibre/network and technical teams to design and implement journey improvements.
• Contribute to initiatives that adopt new technologies and processes for better fibre/network performance and service delivery.
• Promote a customer-centric mindset within fibre/network and technical teams.
• Monitor and analyze on key CX metrics related to fibre/network performance and technical support.
  
  

Requirements

• Bachelor’s degree in a relevant field (e.g., Telecommunications, Engineering).
• 2–5 years of experience in fibre/network operations, technical support, customer experience, or a related field.
• Basic understanding of home fiber and network technologies.
• Exposure to customer journey mapping, service design, or process improvement is an advantage.
• Strong analytical, communication, and teamwork skills.
• Ability to work collaboratively and contribute to change initiatives.
  
  

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.