Customer Experience Senior Consultant

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Career Channel Sdn Bhd Full time 15,000 - 25,000 per year

We are seeking a Customer Experience Senior Consultant to join our Asia Pacific team. In this role, you will work directly with clients to improve how they serve their customers, and own and exceed annual revenue targets by identifying, developing, and closing CX consulting engagements, emphasizing CX transformation and measurable business outcome.

The work is varied and includes consulting, training, and auditing projects across areas such as operational reviews, CX strategy, quality frameworks, workforce planning, and technology implementation. You will work closely with senior consultants during onboarding and then contribute independently to projects, bringing your operational experience, analytical thinking, and communication skills to every engagement.

The role also includes supporting business growth by building relationships, contributing to industry events, and sharing insights through presentations or webinars. The role requires actively taking charge of business development initiatives and opportunities, and grow the South Asia and ASEAN business.

  • Contribute to client projects that assess, design, and improve CX and operational performance
  • Analyse data and prepare clear, practical recommendations
  • Deliver findings and training to client stakeholders
  • Work closely with senior consultants during onboarding, then lead project workstreams that have driven 15-30% improvements in client NPS, CSAT, efficiency, and cost performance
  • Actively drive business development and thought leadership through events, roundtables, and client relationships (typically 8 to 10 days per month)
  • Travel to client sites across South Asia and ASEAN, mainly Singapore, India, Thailand, and the Philippines (typically 10 days per month)
  • Independently craft or co-develop compelling consulting proposals that integrate multiple dimensions – people, processes, technology, and operational excellence - with clearly defined business impact.
  • Deep understanding of contact centre operations and CX delivery
  • Experience with CX or contact centre technology (for example CCaaS, CRM, or analytics tools) from an operational, implementation, or consulting perspective
  • Strong analytical skills and confidence using data to tell a story
  • Ability to engage senior executives and facilitate discussions
  • Deep understanding of CX / contact centre operations (for example, experience in operations management or process improvement roles), with minimum 6-7 years years in contact centre operations or CX roles
  • Experience with CX or contact centre technology, such as CCaaS platforms (e.g., NICE, Genesys, Five9, etc.), CRM (e.g., Salesforce, Zendesk, etc.), AI applications (agent assist, dynamic routing, analytics, quality assurance), and analytics tools. Could be from an operational, implementation, or consulting perspective
  • Demonstrated success leading complex consultative sales cycles, including solution development, proposal writing, and negotiation of integrated consulting engagements
  • Proven ability to facilitate and lead executive-level conversations involving business and technology stakeholders, manging alignment across multiple parties.
  • Ability to independently craft consulting proposals, clearly defining scope, milestones, outcomes, and pricing.

*

Job Type: Full-time

Pay: RM15, RM25,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Dental insurance
  • Free parking
  • Health insurance
  • Opportunities for promotion
  • Parental leave
  • Professional development
  • Vision insurance

Work Location: Remote

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