Customer Experience Specialist

1 day ago

Shah Alam, Selangor, Malaysia TIME dotCom Berhad Full time 60,000 - 90,000 per year

Job Overview

As a Senior Customer Experience (CX) Specialist, you will lead the identification of customer friction points, design solutions, and drive strategic improvements across key journeys. You will act as a strong voice of the customer, influencing product, operations, and leadership teams toward decisions that enhance long‑term CX differentiation for TIME in a competitive telco market.

Key Responsibilities

  • Lead deep‑dive studies into customer behaviour through quantitative and qualitative methods.
  • Develop and drive CX improvement initiatives with clear business impact.
  • Own key customer journeys and ensure their performance improves over time.
  • Present findings, insights, and recommendations to senior stakeholders.
  • Work with product, engineering, marketing, and ops to execute changes end‑to‑end.
  • Shape long‑term CX strategy and differentiation aligned with brand goals.
  • Develop CX governance, frameworks, journey standards, and signature moments.
  • Monitor key CX metrics and link improvements to churn, NPS, complaints, and cost-to-serve.

Requirements

  • Bachelor's degree in a related field; additional certifications in CX/Design Thinking is a plus.
  • 6–10 years of experience in CX, customer research, service design, insights, or related roles.
  • Strong experience in analysing customer data and presenting insights to senior management.
  • Proven ability to independently design, execute, and measure impactful CX initiatives.
  • Strong facilitation and stakeholder management skills.
  • Experience influencing cross‑functional teams and driving strategic decisions.
  • Ability to balance customer empathy with business strategy and operational feasibility.

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