Customer First Culture Architect

6 days ago


Petaling Jaya, Selangor, Malaysia Sime Darby Property Full time
CX Transformation Lead

This role is responsible for developing and executing CX cultural transformation programs to instill a customer-first mindset, driving behavioral shifts in customer service and ensuring alignment with business objectives.



Main Responsibilities
  1. To develop and execute CX cultural transformation programs to instill a customer-first mindset, driving behavioral shifts in customer service and ensuring alignment with business objectives.
  2. To establish structured recognition programs to reward employees who deliver exceptional customer experiences, design and manage employee engagement events, including CX Champions, employee awards, and leadership acknowledgments.
  3. To develop and manage internal CX communications, maintain a CX knowledge-sharing platform for employees to learn and adopt best practices, and organize CX Open Days and engagement forums to foster employee participation in CX initiatives.
  4. To act as a liaison between the company and township communities to address customer concerns and service needs, develop structured township engagement programs to enhance resident satisfaction and improve homeowner relationships.
  5. To work closely with HR, Sales, and Customer Service to align engagement strategies with business goals, track and report engagement program effectiveness through participation rates and feedback surveys.


Essential Requirements
  • Bachelor's Degree in Marketing, Communications, Customer Experience, or Business.
  • 5+ years of experience in CX engagement, internal communications, or change management, with a strong background in leading change management initiatives and employee engagement programs.
  • Proven ability to implement structured recognition and service excellence programs, experience in community engagement and customer interaction beyond transactional services.
  • Strong stakeholder management skills with the ability to influence cultural shifts within an organization.


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