Customer Experience Manager

Position: Customer Experience Manager

Department: Customer Management

Type: Full-Time (12 Months renewable contract)

Reports to: Head of Customer Experience

Role Overview

As the Customer Experience Manager at Digital Bank, you will lead and manage the digital customer experience strategy, ensuring an exceptional end-to-end journey across all digital touchpoints. You will be responsible for transforming customer insights into actionable initiatives, optimizing operational efficiency, and elevating overall satisfaction levels.

You will lead CX initiatives, manage key customer experience metrics, oversee journey enhancement projects, and collaborate closely with Product, Technology, Marketing, Compliance, and Operations. This role is highly strategic and data-driven, requiring strong leadership capability and hands-on operational management experience in a fast-paced digital banking environment.

Key ResponsibilitiesCustomer Experience Strategy & Journey Transformation

• Lead the development and execution of the customer experience strategy for digital banking.
• Own and enhance customer journey maps across mobile app, website, chatbot and other channels.
• Identify friction points, design solutions, and ensure seamless, personalized user experiences.
• Champion digital-first CX principles that align with KAF's customer-centric mission.

Operational Excellence & Service Quality

• Drive continuous improvement of customer processes and service workflows.
• Lead root-cause analysis, recommending solutions to prevent recurring issues.
• Oversee service quality assurance standards and customer interaction protocols.
• Own and develop Standard Operating Procedures (SOPs) for CX and service operations.

CX Analytics, VOC & Reporting

• Own the Voice of Customer (VOC) framework and experience analytics strategy.
• Manage and analyze customer feedback channels and performance metrics including:
• NPS
• CSAT
• CES
• Complaint trends
• Produce executive-level reporting with insights and recommendations.
• Ensure compliance with customer reporting regulatory requirements.

Cross-Functional Collaboration

• Work closely with Product, Engineering, Marketing, Compliance, and Ops to advocate customer needs and influence product decisions.
• Participate in product development cycles and digital enhancement initiatives.
• Serve as the CX subject-matter lead in internal projects and digital transformation programs.

Knowledge Base, Case Management & Self-Service

• Oversee development of internal and external knowledge content.
• Improve case management workflows to reduce turnaround time and improve customer outcomes.
• Expand digital self-service capabilities to drive operational efficiency.

QualificationsExperience

• 5–8+ years in Customer Experience, Service Excellence, Customer Operations, or Digital Product—preferably in banking or fintech.
• Proven experience leading CX projects, operational initiatives, or cross-functional transformation.

Skills

• Strong understanding of digital customer journeys and UX/UI principles.
• Excellent analytical, reporting and data-driven decision-making capability.
• Experience managing SOP development and process improvement.
• Strong stakeholder management, communication and leadership.

Technical Proficiency

• Experience with CX platforms such as:
• Salesforce
• Medallia
• Qualtrics
• Zendesk
• Familiarity with analytics tools or data visualization platforms (PowerBI, Tableau, etc.)
• Experience with knowledge base platforms such as Confluence.

Education

• Bachelor's degree in Business, Marketing, Technology, Communications, or related field.
• CX certification or Lean/Process improvement qualification is an added advantage.

Job Type: Contract

Contract length: 12 months

Pay: RM3, RM10,153.63 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person