107 Cx Consultant jobs in Malaysia

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are seeking an experienced Senior Genesys Cloud CX Consultant who will be responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving abilities, and the ability to work closely with clients to understand their needs and deliver tailored solutions.

Language Requirement :
This role requires fluency in Mandarin/Chinese due to the need to communicate with Mandarin-speaking stakeholders and/or review documentation written in Mandarin.

10-Minute Mandarin Language Test:

Responsibilities:

• Design, implement, and support Genesys Cloud CX solutions to meet client requirements.
• Conduct discovery sessions and create technical documentation for Genesys Cloud-related projects.
• Customize and integrate IVRs and data sources within the Genesys Cloud platform.
• Drive migrations from legacy environments to Genesys Cloud.
• Configure and manage queues and skills in Genesys Cloud.
• Provide technical expertise and support for Genesys Cloud implementations and integrations.
• Troubleshoot and resolve issues related to Genesys Cloud configurations and integrations.
• Collaborate with clients to gather requirements and design solutions that meet their needs.
• Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies.
• Maintain clear and effective communication with stakeholders and provide regular updates on project status.
• Generate technical documentation: Visio callflow diagrams, API specs, deployment plans.

Qualifications

• 5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels.
• Strong expertise in Genesys Cloud CX, including hands-on experience with Amazon Web Services (AWS).
• Proficiency with applications leveraging APIs.
• Ability to work closely with stakeholders to gather requirements and design solutions.Experience with technical documentation creation and writing.
• Fluent English and Mandarin written and spoken level.
• Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or a related technical discipline.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently covering client-facing expert role.

Nice to have:

• Genesys Cloud Certified Partner, Genesys Cloud Certified Professional, or Genesys Cloud Certified Developer.
• Experience with other cloud platforms (e.g., Microsoft Azure, Google Cloud Platform).

We offer:

• The Chance to Make an Impact: grow alongside some of the tech industry’s premier talent, with a 99% project success rate delivering for some of the world’s biggest brands. Collaborate on projects that really matter, shaping the future of global industries for some of the biggest names in business.
• A Work From Anywhere Culture: make the most of the flexibility that comes with fully remote work, within a close-knit, values-driven community.
• Diversity and Empowerment : thrive in an inclusive and supportive multicultural environment, where differences are celebrated as a key driver of creativity and innovation. Our international culture of diversity gives everyone the chance to make a real difference – in their own way.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities.
• A Better Way of Working: join a company that puts sustainability at the heart of everything it does. Our community is active on a range of sustainability issues, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality and inclusion.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises. With coverage across 5 continents and operations in over 25 countries, Miratech employs nearly 1000 professionals, maintaining an annual growth rate exceeding 25%.

We are a values-driven organization with a culture of Relentless Performance, enabling over 99% of our engagements to succeed by meeting or exceeding scope, schedule, and budget objectives since 1989.

Job Description

We are seeking an experienced Senior Genesys Cloud CX Consultant responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving skills, and the ability to work closely with clients to understand their needs and deliver tailored solutions.

Language Requirement :
Fluency in Mandarin/Chinese is required to communicate with Mandarin-speaking stakeholders and review documentation written in Mandarin.
10-Minute Mandarin Language Test

Responsibilities:

• Design, implement, and support Genesys Cloud CX solutions to meet client requirements.
• Conduct discovery sessions and create technical documentation for Genesys Cloud projects.
• Customize and integrate IVRs and data sources within the Genesys Cloud platform.
• Manage migrations from legacy environments to Genesys Cloud.
• Configure queues and skills in Genesys Cloud.
• Provide technical support for Genesys Cloud implementations and integrations.
• Troubleshoot and resolve configuration and integration issues.
• Collaborate with clients to gather requirements and design solutions.
• Deliver knowledge transfer sessions to clients and colleagues.
• Maintain clear communication with stakeholders and provide project updates.
• Generate technical documentation including Visio callflow diagrams, API specs, and deployment plans.

Qualifications:

• 5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels.
• Strong expertise in Genesys Cloud CX and experience with AWS.
• Proficiency with API-driven applications.
• Experience in requirements gathering and solution design.
• Fluent in English and Mandarin (written and spoken).
• Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or related field.
• Strong problem-solving skills and attention to detail.
• Ability to work independently in a client-facing role.

Nice to have:

• Genesys Cloud Certified Partner, Professional, or Developer certifications.
• Experience with other cloud platforms like Azure or Google Cloud.

We offer:

• Impactful Work: Grow alongside top industry talent, with a 99% project success rate for major global brands.
• Remote Culture: Enjoy flexibility with fully remote work within a supportive community.
• Diversity and Inclusion: Thrive in an inclusive environment that celebrates differences and fosters innovation.
• Professional Growth: Access certifications, mentorship, internal mobility, and internship opportunities.
• Sustainable Practices: Join a company committed to sustainability, community empowerment, and equality.

* Miratech is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected class.

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Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description We are seeking an experienced Senior Genesys Cloud CX Consultant who will be responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving abilities, and the ability to work closely with clients to understand their needs and deliver tailored solutions. Language Requirement : This role requires fluency in Mandarin/Chinese due to the need to communicate with Mandarin-speaking stakeholders and/or review documentation written in Mandarin.

10-Minute Mandarin Language Test:

Responsibilities: Design, implement, and support Genesys Cloud CX solutions to meet client requirements. Conduct discovery sessions and create technical documentation for Genesys Cloud-related projects. Customize and integrate IVRs and data sources within the Genesys Cloud platform. Drive migrations from legacy environments to Genesys Cloud. Configure and manage queues and skills in Genesys Cloud. Provide technical expertise and support for Genesys Cloud implementations and integrations. Troubleshoot and resolve issues related to Genesys Cloud configurations and integrations. Collaborate with clients to gather requirements and design solutions that meet their needs. Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies. Maintain clear and effective communication with stakeholders and provide regular updates on project status. Generate technical documentation: Visio callflow diagrams, API specs, deployment plans. Qualifications

5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels. Strong expertise in Genesys Cloud CX, including hands-on experience with Amazon Web Services (AWS). Proficiency with applications leveraging APIs. Ability to work closely with stakeholders to gather requirements and design solutions.Experience with technical documentation creation and writing. Fluent English and Mandarin written and spoken level. Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or a related technical discipline. Strong problem-solving abilities and attention to detail. Ability to work independently covering client-facing expert role. Nice to have: Genesys Cloud Certified Partner, Genesys Cloud Certified Professional, or Genesys Cloud Certified Developer. Experience with other cloud platforms (e.g., Microsoft Azure, Google Cloud Platform). We offer: The Chance to Make an Impact: grow alongside some of the tech industry’s premier talent, with a 99% project success rate delivering for some of the world’s biggest brands. Collaborate on projects that really matter, shaping the future of global industries for some of the biggest names in business. A Work From Anywhere Culture: make the most of the flexibility that comes with fully remote work, within a close-knit, values-driven community. Diversity and Empowerment : thrive in an inclusive and supportive multicultural environment, where differences are celebrated as a key driver of creativity and innovation. Our international culture of diversity gives everyone the chance to make a real difference – in their own way. Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities. A Better Way of Working: join a company that puts sustainability at the heart of everything it does. Our community is active on a range of sustainability issues, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality and inclusion. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description We are seeking an experienced Senior Genesys Cloud CX Consultant who will be responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving abilities, and the ability to work closely with clients to understand their needs and deliver tailored solutions. Language Requirement : This role requires fluency in Mandarin/Chinese due to the need to communicate with Mandarin-speaking stakeholders and/or review documentation written in Mandarin.

10-Minute Mandarin Language Test:

Responsibilities: Design, implement, and support Genesys Cloud CX solutions to meet client requirements. Conduct discovery sessions and create technical documentation for Genesys Cloud-related projects. Customize and integrate IVRs and data sources within the Genesys Cloud platform. Drive migrations from legacy environments to Genesys Cloud. Configure and manage queues and skills in Genesys Cloud. Provide technical expertise and support for Genesys Cloud implementations and integrations. Troubleshoot and resolve issues related to Genesys Cloud configurations and integrations. Collaborate with clients to gather requirements and design solutions that meet their needs. Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies. Maintain clear and effective communication with stakeholders and provide regular updates on project status. Generate technical documentation: Visio callflow diagrams, API specs, deployment plans. Qualifications

5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels. Strong expertise in Genesys Cloud CX, including hands-on experience with Amazon Web Services (AWS). Proficiency with applications leveraging APIs. Ability to work closely with stakeholders to gather requirements and design solutions.Experience with technical documentation creation and writing. Fluent English and Mandarin written and spoken level. Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or a related technical discipline. Strong problem-solving abilities and attention to detail. Ability to work independently covering client-facing expert role. Nice to have: Genesys Cloud Certified Partner, Genesys Cloud Certified Professional, or Genesys Cloud Certified Developer. Experience with other cloud platforms (e.g., Microsoft Azure, Google Cloud Platform). We offer: The Chance to Make an Impact: grow alongside some of the tech industry’s premier talent, with a 99% project success rate delivering for some of the world’s biggest brands. Collaborate on projects that really matter, shaping the future of global industries for some of the biggest names in business. A Work From Anywhere Culture: make the most of the flexibility that comes with fully remote work, within a close-knit, values-driven community. Diversity and Empowerment : thrive in an inclusive and supportive multicultural environment, where differences are celebrated as a key driver of creativity and innovation. Our international culture of diversity gives everyone the chance to make a real difference – in their own way. Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility, and internship opportunities. A Better Way of Working: join a company that puts sustainability at the heart of everything it does. Our community is active on a range of sustainability issues, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality and inclusion. * Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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Company Description Miratech helps visionaries change the world. We are a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises. With coverage across 5 continents and operations in over 25 countries, Miratech employs nearly 1000 professionals, maintaining an annual growth rate exceeding 25%. We are a values-driven organization with a culture of Relentless Performance, enabling over 99% of our engagements to succeed by meeting or exceeding scope, schedule, and budget objectives since 1989. Job Description We are seeking an experienced Senior Genesys Cloud CX Consultant responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients. The ideal candidate will have extensive experience with Genesys Cloud CX, strong problem-solving skills, and the ability to work closely with clients to understand their needs and deliver tailored solutions. Language Requirement : Fluency in Mandarin/Chinese is required to communicate with Mandarin-speaking stakeholders and review documentation written in Mandarin. 10-Minute Mandarin Language Test Responsibilities: Design, implement, and support Genesys Cloud CX solutions to meet client requirements. Conduct discovery sessions and create technical documentation for Genesys Cloud projects. Customize and integrate IVRs and data sources within the Genesys Cloud platform. Manage migrations from legacy environments to Genesys Cloud. Configure queues and skills in Genesys Cloud. Provide technical support for Genesys Cloud implementations and integrations. Troubleshoot and resolve configuration and integration issues. Collaborate with clients to gather requirements and design solutions. Deliver knowledge transfer sessions to clients and colleagues. Maintain clear communication with stakeholders and provide project updates. Generate technical documentation including Visio callflow diagrams, API specs, and deployment plans. Qualifications: 5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels. Strong expertise in Genesys Cloud CX and experience with AWS. Proficiency with API-driven applications. Experience in requirements gathering and solution design. Fluent in English and Mandarin (written and spoken). Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or related field. Strong problem-solving skills and attention to detail. Ability to work independently in a client-facing role. Nice to have: Genesys Cloud Certified Partner, Professional, or Developer certifications. Experience with other cloud platforms like Azure or Google Cloud. We offer: Impactful Work:

Grow alongside top industry talent, with a 99% project success rate for major global brands. Remote Culture:

Enjoy flexibility with fully remote work within a supportive community. Diversity and Inclusion:

Thrive in an inclusive environment that celebrates differences and fosters innovation. Professional Growth:

Access certifications, mentorship, internal mobility, and internship opportunities. Sustainable Practices:

Join a company committed to sustainability, community empowerment, and equality. * Miratech is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected class.

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This job is a CX Solutions Consultant who helps businesses improve customer interactions using technology. You might like this job because it involves creative problem-solving and teamwork to boost sales and enhance customer satisfaction.

We are looking for a competitive and trustworthy CX Solutions Consultant to assist us build up our business activities in UC and Contact Center solutions.

The CX Solutions Consultant is responsible for engaging with prospects and customers to design, present, and demonstrate customer experience (CX) and contact center technology solutions that meet business objectives.

This role works closely with the sales team, solution architects, and project delivery teams to provide technical expertise, business process insight, and consultative guidance throughout the sales cycle.

Job Requirements

• Partner with the sales team and vendors to understand customer requirements, business processes, and challenges.
• Design and propose tailored CX and contact center technology solutions (e.g., omnichannel platforms, AI bots, workforce engagement, CRM integrations).
• Conduct discovery workshops, requirement gathering sessions, and solution scoping activities.
• Prepare and deliver compelling product demonstrations and proof-of-concept presentations.
• Support Go-To-Market activities.

Technical & Functional Expertise

• Translate business needs into technical specifications and solution architectures.
• Advise on best practices for customer engagement, service workflows, and digital transformation in contact centers.
• Collaborate with product and engineering teams to ensure solutions meet customer expectations.
• Maintain up-to-date knowledge of industry trends, competitor offerings, and emerging CX technologies.
• Build trusted advisor relationships with customer stakeholders.
• Provide consultative insights on optimizing customer interaction channels (voice, chat, social, WhatsApp, email, etc.).
• Participate in customer-facing workshops, RFP/RFI responses, and solution validation sessions.
• Work closely with project delivery teams to ensure smooth handover of signed-off solutions.
• Support post-sales teams during initial implementation phases to ensure solution integrity.

Required Skills & Qualifications

• Education: Bachelor’s degree in IT, Computer Science, Business, or related field.
• Proficiency in written and spoken English and Bahasa Malaysia is an advantage.
• Experience: 3–5 years in pre-sales, solutions consulting, or technical sales, preferably in the contact center or CX solutions space.
• Strong knowledge of omnichannel contact center platforms (e.g., Genesys, Talkdesk, Avaya, Amazon Connect, Cisco).
• Understanding of AI/automation tools, CRM integrations, and Workforce Engagement Management (WEM) solutions.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in enterprise applications configuration, designing solutions and building business cases. Ability to translate technical concepts into business benefits.
• Self-motivated with a results-driven approach.
• Quick learner, ability to multi-task and work under pressure.

Preferred Certifications (Optional but Advantageous)

• Genesys Cloud CX Certified Professional / Talkdesk Certified Expert
• AWS/Azure cloud certifications related to contact center technologies
• ITIL, COPC, or other CX/process improvement certifications

Right to Work Requirements

• Candidates with an existing right to work in the country are preferred
• Local citizens of this country

Working Arrangement

• Hybrid (Both Remote and On Site)

Skills

Pre-Sales Engineering

Contact Center Software

Customer Relationship Management (CRM) Software

Customer Experience Strategy (CX)

Interpersonal Communications

Presentations

Solution Design

Proposal Development

Company Benefits Healthcare and Medical

Outpatient, Dental and medical insurance coverage.

Performance Bonus

Yearly bonuses based on how well the company and you perform.

Hybrid Work Arrangement

Flexible work arrangements with a rotation between office and home.

Coffee, Tea and Snacks

Enjoy an unlimited supply of snacks to recharge throughout the day.

CX One Sdn Bhd was founded by a group of professionals with over 10 years of experience in enterprise communications and contact centers industry, we focus on implementing and integrating the leading edged unified communications and customer experience technology for our clients to stay connected to their employees, vendors, and customers across any channels, anywhere to deliver superior customer experience.

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This job is a CX Solutions Consultant who helps businesses improve customer interactions using technology. You might like this job because it involves creative problem-solving and teamwork to boost sales and enhance customer satisfaction. We are looking for a competitive and trustworthy

CX Solutions Consultant

to assist us build up our business activities in UC and Contact Center solutions. The

CX Solutions Consultant

is responsible for engaging with prospects and customers to design, present, and demonstrate customer experience (CX) and contact center technology solutions that meet business objectives. This role works closely with the sales team, solution architects, and project delivery teams to provide technical expertise, business process insight, and consultative guidance throughout the sales cycle. Job Requirements

Partner with the sales team and vendors to understand customer requirements, business processes, and challenges. Design and propose tailored CX and contact center technology solutions (e.g., omnichannel platforms, AI bots, workforce engagement, CRM integrations). Conduct discovery workshops, requirement gathering sessions, and solution scoping activities. Prepare and deliver compelling product demonstrations and proof-of-concept presentations. Support Go-To-Market activities. Technical & Functional Expertise Translate business needs into technical specifications and solution architectures. Advise on best practices for customer engagement, service workflows, and digital transformation in contact centers. Collaborate with product and engineering teams to ensure solutions meet customer expectations. Maintain up-to-date knowledge of industry trends, competitor offerings, and emerging CX technologies. Build trusted advisor relationships with customer stakeholders. Provide consultative insights on optimizing customer interaction channels (voice, chat, social, WhatsApp, email, etc.). Participate in customer-facing workshops, RFP/RFI responses, and solution validation sessions. Work closely with project delivery teams to ensure smooth handover of signed-off solutions. Support post-sales teams during initial implementation phases to ensure solution integrity. Required Skills & Qualifications Education: Bachelor’s degree in IT, Computer Science, Business, or related field. Proficiency in written and spoken English and Bahasa Malaysia is an advantage. Experience: 3–5 years in pre-sales, solutions consulting, or technical sales, preferably in the contact center or CX solutions space. Strong knowledge of omnichannel contact center platforms (e.g., Genesys, Talkdesk, Avaya, Amazon Connect, Cisco). Understanding of AI/automation tools, CRM integrations, and Workforce Engagement Management (WEM) solutions. Excellent communication, presentation, and stakeholder management skills. Experience in enterprise applications configuration, designing solutions and building business cases. Ability to translate technical concepts into business benefits. Self-motivated with a results-driven approach. Quick learner, ability to multi-task and work under pressure. Preferred Certifications (Optional but Advantageous) Genesys Cloud CX Certified Professional / Talkdesk Certified Expert AWS/Azure cloud certifications related to contact center technologies ITIL, COPC, or other CX/process improvement certifications Right to Work Requirements

Candidates with an existing right to work in the country are preferred Local citizens of this country Working Arrangement

Hybrid (Both Remote and On Site) Skills

Pre-Sales Engineering Contact Center Software Customer Relationship Management (CRM) Software Customer Experience Strategy (CX) Interpersonal Communications Presentations Solution Design Proposal Development Company Benefits

Healthcare and Medical

Outpatient, Dental and medical insurance coverage. Performance Bonus

Yearly bonuses based on how well the company and you perform. Hybrid Work Arrangement

Flexible work arrangements with a rotation between office and home. Coffee, Tea and Snacks

Enjoy an unlimited supply of snacks to recharge throughout the day. CX One Sdn Bhd was founded by a group of professionals with over 10 years of experience in enterprise communications and contact centers industry, we focus on implementing and integrating the leading edged unified communications and customer experience technology for our clients to stay connected to their employees, vendors, and customers across any channels, anywhere to deliver superior customer experience.

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Embark on a career at CARSOME, where our vision is to create the most trusted vehicle ownership ecosystem that is driven by technology and data. Join us in our mission to deliver unparalleled peace of mind to customers throughout their pre-owned vehicle ownership experience. At CARSOME, we are guided by values that prioritize our customers, encourage collaborative problem-solving, strive for continuous improvement, and foster bold yet thoughtful innovation. We're committed to efficient, humble leadership and taking ownership in our roles, always aiming to positively impact our employees, customers, and community.

Customer Journey Partner is responsible for optimizing the end-to-end customer journey, ensuring a seamless and engaging experience at every touchpoint. This role involves collaborating with various departments to map out customer journeys, identify pain points, and implement improvements that enhance customer satisfaction and loyalty. The ideal candidate will have strong analytical skills, a deep understanding of customer behavior, and the ability to drive cross-functional initiatives.
We are seeking a motivated and experienced Customer Journey Partner to join our dynamic team. The ideal candidate will be responsible for understanding, designing, and improving the end-to-end customer journey. This role requires a strong focus on customer satisfaction, experience, and retention through the development of effective strategies and the implementation of best practices.

Your Day-to-Day

Customer Journey Mapping & Optimization:

• Develop and maintain detailed customer journey maps to identify key touchpoints and pain points.
• Collaborate with stakeholders to ensure that all aspects of the customer journey are accurately represented.
• Analyze customer data and feedback to identify opportunities for improving the customer experience.
• Implement strategies to enhance the customer journey, focusing on increasing satisfaction, loyalty, and retention.

Cross-Functional Collaboration:

• Work closely with marketing, sales, product development, and customer support teams to ensure alignment and consistency in the customer experience.
• Advocate for the customer within the organization, ensuring their needs and feedback are considered in decision-making processes.

Data Analysis and Insights:

• Utilize customer data and analytics to generate insights and recommendations for improving the customer journey.
• Develop and maintain dashboards and reports to track key customer journey metrics and performance indicators.

Customer Feedback Management:

• Design and implement feedback mechanisms to capture customer insights and sentiments at various journey stages.
• Analyze feedback to identify trends and areas for improvement, and develop action plans accordingly.

Customer Experience Improvement:

• Lead initiatives to enhance the overall customer experience, from initial engagement to post-purchase support.
• Develop and implement best practices and standards for customer interactions across all channels.
• Stay updated on industry trends and emerging technologies related to customer experience.
• Continuously seek opportunities to innovate and improve the customer journey.

Your Know-How

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Several years of experience in roles related to customer experience, journey mapping, or customer service will be an added advantage.
• Strong analytical skills with proficiency in data analysis and visualization tools (e.g., Excel, Tableau, Power BI).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross functional teams.
• Problem-solving abilities, with a focus on delivering results.
• Being Multilingual (proficient in English, Mandarin, and Bahasa Melayu)
• Efficient, organized, details oriented and result driven
• Ability to manage multiple projects and priorities simultaneously.
• Good command of written and spoken English
• Commercial awareness and product knowledge
• Proven track record of optimizing customer journeys and driving customer-centric initiatives.

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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

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