Executive - Operational Excellence & Guest Experience (Ideation)

1 week ago

Sepang, Malaysia Malaysia Airports Holdings Berhad Full time

**Date**:14 May 2025

**Location**: Sepang, 10, MY, 64000

**Company**:Malaysia Airports Holdings Berhad

**POSITION GENERAL SUMMARY**

**ESSENTIAL POSITION FUNCTIONS**
- Customer Journey Mapping: Create detailed customer journey maps that outline the customer’s interactions and experiences across all touchpoints. Identify key moments of truth, pain points, and opportunities for improvement within the customer journey.
- Persona Development: Develop and maintain detailed customer personas that represent the various segments of the target audience. Use data-driven insights to ensure personas accurately reflect customer behaviors, motivations, and needs.
- Experience Design: Design and implement strategies to improve the overall customer experience, ensuring consistency and alignment with the company’s brand and values. Collaborate with UX/UI designers to create intuitive and engaging interfaces.
- Cross-Functional Collaboration: Work closely with marketing, sales, product development, and customer support teams to ensure a cohesive and integrated customer experience. Facilitate workshops and brainstorming sessions to gather input and drive alignment across departments.
- Data Analysis and Insight Generation: Utilize qualitative and quantitative data to gain insights into customer behavior and preferences. Conduct customer research, including surveys, interviews, and usability testing, to gather actionable feedback.
- Performance Monitoring and Optimization: Track and analyze key performance indicators (KPIs) related to customer experience. Continuously iterate and improve the customer journey based on feedback and performance data.
- Documentation and Communication: Create comprehensive documentation of customer journeys, personas, and experience design strategies. Communicate findings and recommendations effectively to stakeholders at all levels of the organization

**Key Challenges**:

- Ensuring success of projects delivery at all related terminals.
- Convincing and getting buy-in from internal and external stakeholders related to the projects.
- Facilitate and advise project leads on tactical matters.

**Skills**:

- Ability to design, develop and deploy data collection methods.
- Knowledge of project management principles, methodologies and tools.
- Good communication skills, both written and verbal.
- Excellent active listening skills.
- Ability to clearly articulate messages to a variety of audiences.
- Ability to establish and maintain strong relationships.
- Problem solving and root cause identification skills.
- Able to work effectively at all levels in an organization.
- Acute project management acumen and understanding of issues and challenges.

**Education**:
**External**
- Degree in any technical or business discipline
- Project management certification would be an added advantage

**Relevant Industries**:
**External**
- Degree holder with 1 year of relevant working experience in customer experience management
- Knowledge of customer experience management & journey design will be an added advantage

**Additional Information**:
**Open for Malaysian citizens only.**
**Applications should reach us by 21 May 2025.**
**Only the shortlisted will be notified.**

**Job Segment**:Strategic Planning, Data Analyst, User Experience, Product Development, Strategy, Data, Technology, Research

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