Head of CX Transformation (Postpaid & Prepaid)

Job Description

Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Join our 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 at CelcomDigi, 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. This role focuses on optimizing the customer journey for products focusing on postpaid, prepaid product 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.

You are: (personality/competencies, etc.)

• Analytical – passionate about details and sharp at spotting opportunities for improvements. Always relies on facts, data, evidence and numbers for decision making.
• Problem solving – somebody who can breakdown details, evaluate information objectively and approaches challenges methodically.
• Customer obsessed – always wear customer’s hat, understand customer’s needs and expectations with empathetical outlook.
• Curiosity – always asks Why, How and What-If to explore root causes and evaluate possible outcomes when analyzing issues.
• Structured communication – able to present thoughts clearly and logically.
• Collaboration – able to collaborate effectively with cross-functional teams to achieve shared goals.
  
  

Responsibilities

• Map and analyze the customer journey for prepaid and postpaid 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.
• Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.
  
  

Requirements

• Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
• 8+ years of experience in product management, product marketing, or a related field.
• Strong understanding of telecommunications products and services.
• Experience with customer journey mapping and product lifecycle management.
• 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

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.