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We are now ONE! #CelcomDigi                                                                                                                                                                                                                                                                  Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

CX Transformation Specialist (Segment Fibre & Network)

Date:  30 Jan 2026
Custom Field 2:  14272
Employment Type:  Permanent
City:  CelcomDigi Tower, Petaling Jay
Description: 

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.


Role Overview:

This role supports the optimization of the customer journey for home fiber and network services. It involves analyzing customer needs related to installation, appointments, service quality, and technical support, and helping to implement improvements that enhance the overall experience. The Specialist will work closely with fibre/network and technical teams to drive initiatives that improve customer satisfaction.

Responsibilities

  • Support and guide the mapping and analysis of the customer journey for home fibre and network services, focusing on key touchpoints and Moments of Truth (MOTs).
  • Conduct deeper research and insights gathering to identify customer needs and pain points related to fibre/network performance, technical support, and service reliability.
  • Collaborate closely with fibre/network, and technical teams to refine and support the design and implementation of journey improvements.
  • Contribute to initiatives that assess and adopt new technologies and processes to improve fibre/network performance and service delivery.
  • Drive and reinforce a customer centric mindset within fibre/network, and technical teams.
  • Monitor and analyse key CX metrics related to fibre/network performance and technical support, and provide insight based recommendations.

Requirements

  • Bachelor’s degree in a relevant field (e.g., Telecommunications, Engineering).
  • Minimum 6 years of experience in fibre/network operations, technical support, customer experience, service design or a related field.
  • Strong understanding of home fibre/network technologies, and operational ecosystems.
  • Demonstrated experience in customer journey mapping, service design, process improvement, and change management.
  • Strong analytical, communication, and teamwork skills.
  • Ability to work collaboratively and contribute to change initiatives.
Business Unit:  CUSTOMER EXPERIENCE

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.


Role Overview:

This role supports the optimization of the customer journey for home fiber and network services. It involves analyzing customer needs related to installation, appointments, service quality, and technical support, and helping to implement improvements that enhance the overall experience. The Specialist will work closely with fibre/network and technical teams to drive initiatives that improve customer satisfaction.

Responsibilities

  • Support and guide the mapping and analysis of the customer journey for home fibre and network services, focusing on key touchpoints and Moments of Truth (MOTs).
  • Conduct deeper research and insights gathering to identify customer needs and pain points related to fibre/network performance, technical support, and service reliability.
  • Collaborate closely with fibre/network, and technical teams to refine and support the design and implementation of journey improvements.
  • Contribute to initiatives that assess and adopt new technologies and processes to improve fibre/network performance and service delivery.
  • Drive and reinforce a customer centric mindset within fibre/network, and technical teams.
  • Monitor and analyse key CX metrics related to fibre/network performance and technical support, and provide insight based recommendations.

Requirements

  • Bachelor’s degree in a relevant field (e.g., Telecommunications, Engineering).
  • Minimum 6 years of experience in fibre/network operations, technical support, customer experience, service design or a related field.
  • Strong understanding of home fibre/network technologies, and operational ecosystems.
  • Demonstrated experience in customer journey mapping, service design, process improvement, and change management.
  • Strong analytical, communication, and teamwork skills.
  • Ability to work collaboratively and contribute to change initiatives.

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team. 

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards. 

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair. 


Job Segment: Technical Support, Business Process, Telecom, Telecommunications, Network, Technology, Management

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