Customer Experience Analyst

2 weeks ago

Kuala Lumpur Sentral Kuala Lumpur, Malaysia CIMB Bank Berhad Full time 90,000 - 120,000 per year

Customer Experience Analyst

We're looking for a sharp, strategic thinker with strong analytical skills and a hands-on approach to join our team as a Customer Experience Analyst. In this role, you'll drive process improvement initiatives using Lean Six Sigma methodologies, turning customer insights into actionable strategies that enhance experiences and deliver real business value. If you thrive where data, process, and customer experience meet, this is your chance to make a meaningful impact across the banking industry

What You'll Do

  • Perform  deep-dive analysis of customer feedback across multiple channels to uncover sentiment, trends, and CX opportunities
  • Collaborate with cross-functional teams to reimagine processes and deliver customer-centric solutions
  • Apply Lean Six Sigma methodologies to identify inefficiencies and drive measurable improvements
  • Translate complex data into actionable insights that shape strategy and enhance customer satisfaction
  • Support transformation initiatives that align with our Group's vision for innovation and operational excellence

What You Bring

Experience & Qualifications:

  • Bachelor's degree or professional qualification in Business, Finance, or related field
  • Lean Six Sigma Green Belt (preferred)
  • Minimum 6 years' experience, including 3+ years in process improvement or business analysis roles
  • Strong understanding of banking products, services, and regulatory frameworks

Skills & Competencies:

  • Proven ability to lead cross-functional projects and influence senior stakeholders
  • Expertise in customer experience strategy, business analysis, and process re-engineering
  • Exceptional communication and storytelling skills—able to turn data into compelling narratives
  • Passion for continuous improvement and driving change across diverse teams

Why Join Us?

  • Be part of a forward-thinking team shaping the future of banking
  • Work on high-impact projects that directly improve customer lives
  • Collaborate with leaders across the region in a culture that values innovation and teamwork

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