Job Description
At CelcomDigi, customer experience is not just a department—it’s a promise made at every interaction. As the Head of Customer Experience (CX) Transformation, you will take on a role that directly shapes how millions of people experience the brand every day. This is not about maintaining systems; it’s about rethinking them, improving them, and making them feel effortless for the customer.
You will lead the transformation of end-to-end customer journeys, from the first point of contact to long-term engagement. Whether someone is browsing online, visiting a retail store, or reaching out for support, your goal is to make every step smooth, clear, and meaningful. You will work across teams—digital, retail, enterprise, and support—to ensure every channel feels connected and consistent.
This role goes beyond strategy. You will identify areas where small changes can make immediate impact while also driving long-term improvements that align with broader transformation goals. It’s about balancing speed with sustainability.
You will also play a key role in shaping the culture of the organization. Building a customer-first mindset across teams requires more than instructions—it requires inspiration, communication, and consistent effort. From internal programs to engagement initiatives, you will help people understand why customer experience matters and how they contribute to it.
Data will guide your decisions. You will use customer feedback, behavior insights, and performance metrics to identify gaps and measure progress. At the same time, you will oversee the tools and systems that support customer experience, ensuring they are practical, reliable, and aligned with real needs.
This is a leadership role that requires clarity of thought, strong collaboration, and the ability to turn ideas into action. If you believe that great experiences are built through attention to detail and genuine understanding of people, this role offers the opportunity to make a lasting impact.
Salary
- Estimated monthly salary: MYR 35,000 – 70,000
- Annual range: MYR 420,000 – 840,000
This salary range allows for comfortable living, including housing, family needs, savings, and lifestyle expenses. Final compensation depends on experience, leadership background, and proven impact in similar roles.
Benefits
- Comprehensive health coverage for employee and family
- Competitive salary with performance-based incentives
- Exposure to advanced technologies including 5G and digital platforms
- Opportunity to lead large-scale transformation projects
- Collaborative culture with strong cross-functional teams
- Stability of a leading telecom and digital company
- Opportunity to create impact at a national level
- Learning and development opportunities for leadership growth
Requirements
Experience:
- At least 5 years in a senior leadership position
- Minimum 15+ years in customer experience, strategy, or transformation roles
Core Skills:
- Experience managing multi-channel environments (digital, retail, enterprise)
- Strong understanding of customer journey design and improvement
- Strong decision-making based on data and customer insights
- Ability to lead organizational change and build customer-focused culture
- Excellent communication and stakeholder management skills
- Experience working with CX tools such as CRM and analytics platforms
Education:
- MBA or advanced degree is an advantage
- Bachelor’s degree in Business, Marketing, Technology, or related field
Location
Malaysia
About the Company
CelcomDigi is built on a simple idea—staying connected should feel easy, reliable, and meaningful. Formed through the coming together of two strong telecom brands, the company brings years of experience and a shared vision to shape how people and businesses connect in a digital world.
Serving millions across Malaysia, CelcomDigi plays a quiet but important role in everyday life. From helping families stay in touch to enabling businesses to grow, its services are part of moments people often take for granted. Behind that simplicity is a constant effort to improve, adapt, and stay ahead of changing needs.
The company is not just focused on technology, but on how that technology is experienced. Whether it’s network quality, digital services, or customer support, the goal is to make every interaction smooth and dependable. This is where attention to detail matters—understanding what people expect and delivering it consistently.
Working at CelcomDigi means being part of a team that values responsibility and progress equally. It’s a place where ideas are taken seriously, collaboration is encouraged, and the impact of your work reaches far beyond the office. Here, you’re not just building services—you’re helping shape how people stay connected every day.
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