120 Customer Journey jobs in Malaysia

AFFIN Group WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.

Key Responsibilities

• Strategic Leadership and Vision:
• Develop and execute a comprehensive customer journey strategy aligned with the bank's overall business objectives and customer experience vision.
• Establish and maintain a deep understanding of customer needs, behaviors, and expectations through ongoing research and analysis.
• Identify emerging trends and best practices in customer experience design and incorporate them into the bank's strategy.
  
  

• Team Leadership and Development:
• Lead, mentor, and develop a team of customer journey designers, fostering a culture of innovation, collaboration, and customer-centricity.
• Provide guidance and support to team members in the development of customer journey maps, service blueprints, and other design artifacts.
• Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.
  
  

• Customer Journey Design and Optimization:
• Oversee the creation and maintenance of detailed customer journey maps that visualize the end-to-end customer experience across all channels (online, mobile, in-branch, etc.).
• Identify pain points, friction points, and opportunities for improvement within existing customer journeys.
• Develop and implement innovative solutions to address identified pain points and enhance the overall customer experience.
• Utilise design thinking methodologies to facilitate workshops and ideation sessions with stakeholders to generate new ideas and solutions.
  
  

• Cross-Functional Collaboration:
• Collaborate closely with cross-functional teams (marketing, sales, product, technology, operations, etc.) to ensure alignment on customer experience goals and strategies.
• Partner with stakeholders to prioritise and implement customer journey improvements.
• Communicate customer journey insights and recommendations to key stakeholders, using clear and compelling visuals and data.
  
  

• Research and Analytics:
• Oversee the collection and analysis of customer data (surveys, feedback, analytics, etc.) to inform customer journey design decisions.
• Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer journey improvements.
• Measure and report on the benefits (ROI) of implemented customer journey improvements, demonstrating the value of CX initiatives.
• Analyse Voice of Customer (VoC) insights, including NPS, CSAT, and customer complaints, to identify areas for improvement in customer touchpoints, products, and services.
• Conduct user research (interviews, usability testing, etc.) to gather insights into customer needs and behaviors.
  
  

• Innovation and Experimentation:
• Foster a culture of experimentation and continuous improvement within the team.
• Identify and evaluate new technologies and tools that can enhance the customer experience.
• Lead the development of prototypes and proof-of-concepts to test new ideas and solutions.
  
  

• Governance and Standards:
• Establish and maintain customer experience design standards and guidelines.
• Ensure compliance with relevant regulations and policies.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Banking

Referrals increase your chances of interviewing at AFFIN Group by 2x

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

Customer Experience Specialist – English (Kuala Lumpur)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Specialist, Customer Experience (English Speaker)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago

Specialist, Customer Success (English Speaker)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR2,500 - MYR3,800 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR2,500 - MYR3,800 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR2,800 - MYR4,000 3 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago

Customer Service Representative Local Malaysian - Travel

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 weeks ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia $7,000 - $10,000 1 hour ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR3,999 - MYR4,000 3 weeks ago

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Lead, Customer Journey Innovation

Lead, Customer Journey Innovation

Apply locations: Menara Affin, TRX | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR102742

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.

Key Responsibilities:

1. Strategic Leadership and Vision:
   • Develop and execute a comprehensive customer journey strategy aligned with the bank's overall business objectives and customer experience vision.
   • Establish and maintain a deep understanding of customer needs, behaviors, and expectations through ongoing research and analysis.
   • Identify emerging trends and best practices in customer experience design and incorporate them into the bank's strategy.
2. Team Leadership and Development:
   • Lead, mentor, and develop a team of customer journey designers, fostering a culture of innovation, collaboration, and customer-centricity.
   • Provide guidance and support to team members in developing customer journey maps, service blueprints, and other design artifacts.
   • Ensure the team has the necessary skills, tools, and resources to effectively execute their responsibilities.
3. Customer Journey Design and Optimization:
   • Oversee the creation and maintenance of detailed customer journey maps that visualize the end-to-end customer experience across all channels (online, mobile, in-branch, etc.).
   • Identify pain points, friction points, and opportunities for improvement within existing customer journeys.
   • Develop and implement innovative solutions to address pain points and enhance the overall customer experience.
   • Utilise design thinking methodologies to facilitate workshops and ideation sessions with stakeholders to generate new ideas and solutions.
4. Cross-Functional Collaboration:
   • Collaborate closely with cross-functional teams (marketing, sales, product, technology, operations, etc.) to ensure alignment on customer experience goals and strategies.
   • Partner with stakeholders to prioritise and implement customer journey improvements.
   • Communicate customer journey insights and recommendations to key stakeholders, using clear and compelling visuals and data.
5. Research and Analytics:
   • Oversee the collection and analysis of customer data (surveys, feedback, analytics, etc.) to inform customer journey design decisions.
   • Establish and maintain key performance indicators (KPIs) to measure the effectiveness of customer journey improvements.
   • Measure and report on the benefits (ROI) of implemented customer journey improvements, demonstrating the value of CX initiatives.
   • Analyse Voice of Customer (VoC) insights, including NPS, CSAT, and customer complaints, to identify areas for improvement in customer touchpoints, products, and services.
   • Conduct user research (interviews, usability testing, etc.) to gather insights into customer needs and behaviors.
6. Innovation and Experimentation:
   • Foster a culture of experimentation and continuous improvement within the team.
   • Identify and evaluate new technologies and tools that can enhance the customer experience.
   • Lead the development of prototypes and proof-of-concepts to test new ideas and solutions.
7. Governance and Standards:
   • Establish and maintain customer experience design standards and guidelines.
   • Ensure compliance with relevant regulations and policies.

Similar Jobs (2) Assistant Manager, CX Insights & Measurement

Locations: Menara Affin, TRX | Time type: Full time | Posted on: Posted 28 Days Ago

Assistant Manager, CX Strategic Initiatives & Transformation

Locations: Menara Affin, TRX | Time type: Full time | Posted on: Posted 18 Days Ago

People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate personal growth and encourage everyone to be their best, both at work and in the community.

Get In Touch

Join AFFIN as we evolve into a future-focused financial institution, embracing innovation and technology to deliver unparalleled customer service. We seek colleagues who share our values and are ready to live them every day.

Explore exciting opportunities and make a real impact on the future of finance. Join us today!

AFFIN

"Always About You"

At AFFIN, we strive to connect and engage with our customers, understanding their changing needs and aspirations. This reflects our passion and commitment to the community, enabling us to respond swiftly and offer personalized experiences.

Our people embody our values of customer centricity, creativity, and value creation. Our tagline “Always about you” aims to foster loyalty and enhance our reputation as a creative, innovative financial organization.

Our employees are central to our mission. We focus on initiatives that prioritize our stakeholders—customers, employees, and shareholders. As we undergo this transformation, we embrace new digital ways to meet their evolving needs. We dedicate ourselves to providing exceptional customer service in everything we do.

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About the Role:

Were looking for a Customer Journey Manager to enhance and drive the FX and CFDs trader lifecycle. In this role, you will spearhead targeted multi-channel campaigns, leverage data-driven segmentation, and partner closely with cross-functional teams to increase trader activation, retention, and ongoing engagement while ensuring all communications remain compliant and timely.

What will you do

Lifecycle Strategy & Optimization

• Develop and continuously refine the trader journey from initial lead through to loyal, high-value client.
• Identify and tailor engagement approaches for key lifecycle phases, including onboarding, active trading, dormancy, and churn risk.
• Build detailed customer personas and journey maps informed by trading data and segment insights.

Campaign Planning & Execution

• Design and deploy personalized campaigns across channels such as email, SMS, push notifications, and WhatsApp to drive trader activation, retention, and reactivation.
• Own the onboarding experience, guiding traders smoothly from account setup through their first deposit and trades.
• Implement strategies to win back inactive or churned traders.

Data Analytics & Segmentation

• Utilize CRM and analytics data to segment traders by behavior, geography, and value tiers.
• Track and analyze campaign performance, engagement rates, and lifetime value metrics.

Marketing Technology & Automation

• Manage CRM and marketing automation platforms (Salesforce, Braze, HubSpot, etc.) to deliver personalized, timely, and compliant communications.
• Conduct A/B testing and optimize campaign flows based on data insights.

Cross-Team Collaboration

• Collaborate with product, compliance, support, and growth teams to ensure lifecycle communications are aligned with business priorities and platform updates.
• Integrate lifecycle marketing efforts with broader promotional campaigns and educational content.

What makes you a great fit

• Bachelors degree in Marketing, Business, Economics, or related discipline
• 4 to 7 years of experience managing CRM, lifecycle marketing, or customer engagement, ideally within brokerage, fintech, or digital platform environments
• Strong knowledge of trader psychology, trading behavior, and the FX/CFD lifecycle
• Proven ability to design and manage effective user journeys and retention programs
• Solid analytical skills, with experience in segmentation and funnel analysis
• Proficiency with CRM and marketing automation tools such as Salesforce, HubSpot, or Braze
• Exceptional project management skills and a collaborative mindset

Preferred Experience

• Experience working in a regulated financial environment (e.g., ASIC, FCA, CySEC)
• Familiarity with trading platforms such as MT4, MT5, or proprietary apps
• Knowledge of email deliverability, personalization logic, and campaign metrics
• Ability to craft or adapt compelling messaging tailored to user personas and behaviors

What We Offer

• Strategic role within a fast-growing global brokerage with ambitious expansion plans
• Autonomy to lead and shape lifecycle and retention strategies
• Exposure to a high-volume, high-growth digital business environment
• Competitive salary, performance-based bonuses, and opportunities for professional growth

The Market & Customer Research Analyst supports volume and sales planning by analyzing customer data, market trends, and demand structures. Responsibilities include planning and executing customer and market surveys, preparing reports and proposals, coordinating with research agencies, and ensuring timely delivery of insights. The role also involves cost monitoring and supporting strategic decisions through data-driven recommendations.

Responsibilities:

1. Preparing customer analysis, demand structure, and market trend for volume study proposal.
2. Market study, analysis and segment forecast for product and sales planning.
3. Plan and execute customer survey (via online) for all Toyota new model launch and prepare the report based on the findings.
4. Plan and execute market survey (via market research agency) and ensure the selected agency can meet the timeline and share the finding and recommendation based on hypothesis/ objective.
5. Prepare proposal paper, questionnaire design and sample frame for Demand Trend Survey (DTS) and ensure can meet the timeline and share report/ finding with respective department.
6. Observe and witness the fieldwork / focus group discussion that conducted by appointed agency.
7. Plan and monitor cost saving from Demand Trend Survey (DTS) and Early Bird Survey (EBS) by preparing cost comparison.
8. Perform other duties and responsibilities as requires by company.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Market Research, Statistics, or a related field.
• Experience in market research, customer analysis, or sales planning.
• Experience working with market research agencies or conducting customer surveys.
• Proficiency in data analysis tools (e.g., Excel, SPSS, Power BI) for preparing reports and analysis.
• Experience with survey platforms and methodologies.
• Strong analytical capabilities to interpret customer demand, market trends, and sales data.
• Ability to develop hypotheses and analyze survey results to provide actionable insights.
• Strong organizational skills to manage timelines, multiple projects, and agency deliverables.

Additional Information

Applicants will be asked about their right to work in Malaysia, expected monthly salary, qualifications, and experience in market research during the application process.

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The

Market & Customer Research Analyst

supports volume and sales planning by analyzing customer data, market trends, and demand structures. Responsibilities include planning and executing customer and market surveys, preparing reports and proposals, coordinating with research agencies, and ensuring timely delivery of insights. The role also involves cost monitoring and supporting strategic decisions through data-driven recommendations. Responsibilities: Preparing customer analysis, demand structure, and market trend for volume study proposal. Market study, analysis and segment forecast for product and sales planning. Plan and execute customer survey (via online) for all Toyota new model launch and prepare the report based on the findings. Plan and execute market survey (via market research agency) and ensure the selected agency can meet the timeline and share the finding and recommendation based on hypothesis/ objective. Prepare proposal paper, questionnaire design and sample frame for Demand Trend Survey (DTS) and ensure can meet the timeline and share report/ finding with respective department. Observe and witness the fieldwork / focus group discussion that conducted by appointed agency. Plan and monitor cost saving from Demand Trend Survey (DTS) and Early Bird Survey (EBS) by preparing cost comparison. Perform other duties and responsibilities as requires by company. Requirements: Bachelor’s degree in Business Administration, Marketing, Market Research, Statistics, or a related field. Experience in market research, customer analysis, or sales planning. Experience working with market research agencies or conducting customer surveys. Proficiency in data analysis tools (e.g., Excel, SPSS, Power BI) for preparing reports and analysis. Experience with survey platforms and methodologies. Strong analytical capabilities to interpret customer demand, market trends, and sales data. Ability to develop hypotheses and analyze survey results to provide actionable insights. Strong organizational skills to manage timelines, multiple projects, and agency deliverables. Additional Information

Applicants will be asked about their right to work in Malaysia, expected monthly salary, qualifications, and experience in market research during the application process.

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Executive / Senior Executive, Customer Insights & Analytics

Join to apply for the Executive / Senior Executive, Customer Insights & Analytics role at Allianz Malaysia

Executive / Senior Executive, Customer Insights & Analytics

3 days ago Be among the first 25 applicants

Join to apply for the Executive / Senior Executive, Customer Insights & Analytics role at Allianz Malaysia

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Do you want to work in a high-trust culture where you’ll feel empowered to make decisions that result in impact?

We are seeking a skilled Customer Insights and Analyst to focus on mass customer data analytics and modeling. This role is pivotal in customer precision targeting and tracking customer campaign performance to drive customer growth and loyalty. The candidate will leverage advanced analytic techniques to dissect large datasets, identifying trends and opportunities that enhance customer engagement. Insights generated will support strategic decisions and optimize marketing efforts, ensuring impactful results

You'll be responsible for:

• Generate actionable customer insights and analytical to support customer and brand campaigns / initiatives to achieve desired goal / KPI from granular data points, such as identify potential target segment for marketing and communication, campaign performance tracking & reporting and pre & post campaign analysis.
• Key support in customer growth and loyalty strategic priorities through customer lifecycle analysis and profiling, identifying potential target segments for cross-sell, upsell and potential risks in customer churn. Conduct customer trend analysis to enhance and support distribution and customer activations (e.g., granular distribution and customer profile analysis, customer maturity and policy holding analysis, etc.)
• Key support in driving the implementation of internal Customer Satisfaction Index via analytics & insights development to optimize service pillars to meet business objectives.
• Key support in expanding data-mart data points and customer data modeling through close collaboration with various stakeholders (business owners, IT) to enrich customer insights to support business priorities and decision making.
• Manage and deliver regular business reporting on a timely basis.
• Key support in automating customer data analytics programs to optimize efficiency.
• Interpret customer data through large data sets from various sources (eg SQL dataset, excel, external market research data, and etc.) using analytical tools (SQL, SAP BO) and present analysis and actionable insights in clear manner to business stakeholders.
• Coach junior staff to improve their technical and method of preparing analytical/ campaign deliverables.
• Assist Chief market Management officer /Head of department with special projects management i.e. development of strategic deck using customer insights / market research.
• Undertake any other duties and responsibilities requested by the Management as when required.
  
  

Important to your success:

• Bachelor's Degree in Data Analytics, Statistic or any relevant field.
• Proven working experience in customer data analytic preferably in the financial services industry with at least 3 years of experience in a similar capacity is an added advantage.
• Demonstrate strong analytical skills, with attention to detail and a result oriented.
• Ability to leverage AI tools like ChatGPT for automating routine tasks and enhancing productivity
  
  

Disclaimer Thank you for your interest in joining our team. Due to the high volume of applications we receive, we are unable to provide individual feedback to every applicant. If you do not hear from us within 14 days of submitting your application, please assume that you have not been selected for this position.

Important: All updates regarding your application status will be communicated via email. Please ensure you frequently check your email for updates and further instructions.

Note: Allianz will not accept any forward unsolicited resumes from any source to our employees email other than directly from a candidate. We will not be responsible for any fees and charges impose.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join Us. Let's care for tomorrow.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Business Development and Sales
• Industries Financial Services and Insurance

Referrals increase your chances of interviewing at Allianz Malaysia by 2x

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A senior product owner is responsible for leading the design process, creating user-centric interfaces, and developing financial products and services that are innovative, functional, and visually appealing while meeting the needs of customers and adhering to regulatory requirements.

KEY RESPONSIBILITIES:

• Understanding customer needs: Conduct research to understand customer needs, behaviors, and preferences. Study industry trends to identify opportunities for improvement or areas where the bank can improve.
• Requirement gathering and product design: Collaborate with stakeholders to elicit, analyse, and document business requirements and objectives. Analyse existing processes to identify inefficiencies and recommend enhancements.
• Solution Design: Develop and design end-to-end customer journey that meets business requirements and customer needs. Work with technical teams to translate the requirements into technical specifications.
• Documentation: Develop detailed design specifications that include information on features, functionality, and user journey flow and user stories.
• Product Development and Delivery: Manage end-to-end development of the final product, ensuring that it meets the design specifications, functional requirements, regulatory requirements, and quality standard. Work closely with IT, testers, and project managers to identify dependencies and obstacles that need to be addressed and ensure the product delivery timeline is met.
• Product Validation: Participate in reviewing and validating the product during testing phase to ensure that all positive and exceptional scenarios are covered, and test results are as expected. Act as the bridge between testers and technical team on defects clarifications and in providing expectation.
• Stakeholder Engagement: Build strong relationships with internal teams and external partners to ensure effective communication and collaboration. Serve as point of contact for business solutions inquiries and support.
• Monitoring and support: Monitor user feedback and behaviors through user research. Work closely with customer support and analytics team to monitor the product’s performance, identify areas for improvement and inform future iterations of the products. Work closely with the marketing team to promote the product in line with business strategy.

KEY REQUIREMENTS:

• At least 8 years of professional banking experience or supporting Banking lndustry.
• Knowledge in IT security, BNM compliance and /or PayNet is an added advantage.
• Strong understanding of the evolving digital landscape, technology, and paradigms.
• Proven track record of successfully implementing business solutions.
• Self-starter, fast learner and highly adaptable to new environment and cultures.
• Strong communication and collaboration skills.
• Strong analytical and problem-solving skills.
• Attention to detail and ability to work well under pressure.
• Ability to manage multiple projects and priorities tasks effectively.
• Ability to work independently

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Consulting, Strategy/Planning, and Product Management
• Industries Financial Services, Banking, and Investment Banking

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Get notified about new Product Owner jobs in Greater Kuala Lumpur .

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A senior product owner is responsible for leading the design process, creating user-centric interfaces, and developing financial products and services that are innovative, functional, and visually appealing while meeting the needs of customers and adhering to regulatory requirements. KEY RESPONSIBILITIES: Understanding customer needs:

Conduct research to understand customer needs, behaviors, and preferences. Study industry trends to identify opportunities for improvement or areas where the bank can improve. Requirement gathering and product design:

Collaborate with stakeholders to elicit, analyse, and document business requirements and objectives. Analyse existing processes to identify inefficiencies and recommend enhancements. Solution Design:

Develop and design end-to-end customer journey that meets business requirements and customer needs. Work with technical teams to translate the requirements into technical specifications. Documentation:

Develop detailed design specifications that include information on features, functionality, and user journey flow and user stories. Product Development and Delivery:

Manage end-to-end development of the final product, ensuring that it meets the design specifications, functional requirements, regulatory requirements, and quality standard. Work closely with IT, testers, and project managers to identify dependencies and obstacles that need to be addressed and ensure the product delivery timeline is met. Product Validation:

Participate in reviewing and validating the product during testing phase to ensure that all positive and exceptional scenarios are covered, and test results are as expected. Act as the bridge between testers and technical team on defects clarifications and in providing expectation. Stakeholder Engagement:

Build strong relationships with internal teams and external partners to ensure effective communication and collaboration. Serve as point of contact for business solutions inquiries and support. Monitoring and support:

Monitor user feedback and behaviors through user research. Work closely with customer support and analytics team to monitor the product’s performance, identify areas for improvement and inform future iterations of the products. Work closely with the marketing team to promote the product in line with business strategy. KEY REQUIREMENTS: At least 8 years of professional banking experience or supporting Banking lndustry. Knowledge in IT security, BNM compliance and /or PayNet is an added advantage. Strong understanding of the evolving digital landscape, technology, and paradigms. Proven track record of successfully implementing business solutions. Self-starter, fast learner and highly adaptable to new environment and cultures. Strong communication and collaboration skills. Strong analytical and problem-solving skills. Attention to detail and ability to work well under pressure. Ability to manage multiple projects and priorities tasks effectively. Ability to work independently Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Consulting, Strategy/Planning, and Product Management Industries Financial Services, Banking, and Investment Banking Referrals increase your chances of interviewing at AmBank Group by 2x Get notified about new Product Owner jobs in

Greater Kuala Lumpur . Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago Petaling Street, Federal Territory of Kuala Lumpur, Malaysia 1 week ago WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 days ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 18 hours ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 weeks ago Product Owner, Customer Profile & Holdings

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VP, CL, Product Specialist, Client Engagement Solution

Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia 1 month ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago Senior Manager, Product Control (Malaysia/India)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago Senior Manager, Product, Pricing and Strategy Development

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago Petaling Jaya, Selangor, Malaysia MYR2,000.00-MYR2,400.00 1 month ago Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia 2 days ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 months ago Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago VP, CL, Engineering Lead, Wealth Credit & Reporting

Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia 1 month ago Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia 2 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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Who We Are:

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom.

OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves.

Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er.

OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

What You'll Be Doing:

• User Experience Optimization
• Collect and analyze user feedback and behavior data to identify customer needs and pain points, propose and implement experience optimization solutions.
• Combine data analysis with user research to continuously improve the customer experience and enhance customer satisfaction.
• Provide data support and feedback to help the team continually refine service strategies and optimize the customer journey.
• Project Management & Execution
• Lead customer service center optimization projects, driving process improvements and skill group adjustments based on KPIs (e.g., call connection rate, satisfaction score) to ensure measurable results.
• Monitor fluctuations in key metrics, analyze root causes, and propose optimization plans to ensure service quality.
• Process & Efficiency Enhancement
• Analyze existing processes (such as ticket handling) to identify bottlenecks and develop improvement plans.
• Lead initiatives such as SOP standardization and cross-department collaboration mechanism building to boost efficiency and improve user experience.

What We Look For in You:

• Passionate about customer service and the cryptocurrency industry, with the ability to quickly adapt and engage in in-depth business research and practice.
• Experience in customer experience, analytics, or similar roles within a large-scale customer service center or in the same industry.
• Strong learning ability and self-motivation, with the capacity to stay updated on and master industry trends and technological developments.
• Excellent communication skills and teamwork abilities, with the capability to coordinate cross-departmental collaboration.
• Able to independently analyze operational data, identify problems, and propose effective solutions.
• Excellent spoken and written in English and Chinese as the role requires to deal with China Mandarin speaking counterparts.
• Flexible and willing to work shifts based on business requirements.
• Meal allowance up to RM 500/ month
• Unlimited transport allowance (T&C apply)
• Monthly team building
• RM 3,500 training & wellness benefits per annum
• Yearly bonus
• Convenient workplace (5 minutes walk from MRT TRX)
• Insurance coverage for employees & dependants
• Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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