CX Transformation Specialist (Segment Postpaid & Prepaid)

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.

The candidate for this role is required to be:-

• Customer-Obsessed: You think from the customer’s perspective and strive to enhance every touchpoint of their journey.
• Analytical and Insight-Driven: You rely on data and insights to guide decisions and identify opportunities for improvement.
• Collaborative: You thrive working across functions — with product, marketing, sales, and operations — to ensure a seamless customer experience.
• Detail-Oriented and Structured: You communicate clearly, organize effectively, and follow through meticulously on execution.
• Curious and Adaptable: You continuously ask “Why?” and “How can we make this better?” in the pursuit of excellence
  

Responsibilities

• Support the Head of Customer Journey and Change Agent in mapping and analyzing customer journeys across prepaid and postpaid segments.
• Identify customer pain points, gaps, and Moments of Truth (MOTs) through qualitative and quantitative research.
• Collaborate with cross-functional teams to design, test, and implement journey improvements and CX initiatives.
• Conduct voice-of-customer (VoC) studies, surveys, and feedback analysis to uncover actionable insights.
• Contribute to continuous improvement projects aligned with the Customer Experience Transformation roadmap
  
  

Requirements

• Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
• 3 – 5 years of experience in customer experience, product management, product marketing, or a related field.
• Experience in the telecommunications or tech industry is an advantage.
• Experience with customer journey mapping and product lifecycle management.
• Familiarity with journey mapping tools (e.g., Miro) and customer analytics platforms.
• Excellent communication, interpersonal, and collaboration skills.
  
  

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.