Head of Segment Fibre & Network
CelcomDigi
Date: 8 hours ago
City: Petaling Jaya
Contract type: Full time
Join our Service Design and Customer Journey Innovation 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
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, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.
Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand.
We look forward to advancing and inspiring Malaysia together with you #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.
Role Overview
- This role focuses on optimizing the customer journey for home fiber and network services. This includes understanding customer needs related to installation, appointments, service quality, and technical support, and implementing improvements to enhance the overall experience. This role will act as a change agent within the network and technical teams.
- Map and analyze the customer journey for home fiber and network services, identifying key touchpoints and Moments of Truth (MOTs).
- Conduct customer research to understand needs and pain points related to network performance, technical support, and service reliability.
- Collaborate with network and technical teams to design and implement improvements to the customer journey.
- Drive the adoption of new technologies and processes to enhance network performance and customer satisfaction.
- Act as a change agent, fostering a customer-centric culture within network and technical teams.
- Monitor and analyze key CX metrics related to network performance and technical support.
- Bachelor's degree in a relevant field (e.g., Telecommunications, Engineering).
- 8+ years of experience in network operations, technical support, or a related field.
- Strong understanding of home fiber and network technologies.
- Experience with customer journey mapping and service design.
- Excellent communication, interpersonal, and collaboration skills.
- Proven ability to drive change and influence stakeholders
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, your work has the power to shape the future. As Malaysia’s leading Telco-Tech company, we are driving the nation’s digital transformation with 5G and AI, impacting over 20 million customers, enabling businesses to thrive, connecting communities, and advancing the nation.
Aligned with our employer value proposition “Grow with Purpose. Build with Trust.”, you will have the opportunity to innovate responsibly, creating products and services that advance society. Together, we are building Malaysia’s most trusted and responsible brand.
We look forward to advancing and inspiring Malaysia together with you #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.
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