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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 Postpaid & Prepaid)

Date:  18 Dec 2025
Custom Field 2:  14373
Employment Type:  Contract
City:  CelcomDigi Tower, Petaling Jay
Description: 

Job Description

Join our 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.

 

The candidate for this role is required to be:-

    • Analytical – rely on data and insights to guide decisions and identify opportunities for improvement.
    • Problem solving – somebody who can breakdown details, evaluate information objectively and approaches challenges methodically.
    • Customer obsessed – always wear customer’s hat, understand customer’s needs and expectations with empathetical outlook.
    • Curiosity – always asks Why, How and What-If to explore root causes and evaluate possible outcomes when analyzing issues.
    • Structured communication – able to present thoughts clearly and logically.
    • Collaboration – able to collaborate effectively with cross-functional teams to achieve shared goals.

Responsibilities

  • Mapping and analyzing customer journeys across prepaid, postpaid products and corporate segments.
  • Identifying customer pain points, gaps, and Moments of Truth (MOTs) through qualitative and quantitative research.
  • Conduct research to understand customer needs and preferences related to product features, pricing, and lifecycle management.
  • Collaborate with cross-functional teams to design and implement improvements to the product experience.
  • Driving a customer-centric approach to product development and lifecycle management.
  • Contribute to continuous improvement projects aligned with the Customer Experience Transformation roadmap
  • Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.

Requirements

  • Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
  • 3 – 5 years of experience in customer experience, product management, product marketing, or a related field.
  • Experience in the telecommunications or tech industry is an advantage.
  • Experience with customer journey mapping and product lifecycle management.
  • Familiarity with journey mapping tools (e.g., Miro) and customer analytics platforms.
  • Excellent communication, interpersonal, and collaboration skills.
Business Unit:  CUSTOMER EXPERIENCE

Job Description

Join our 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.

 

The candidate for this role is required to be:-

    • Analytical – rely on data and insights to guide decisions and identify opportunities for improvement.
    • Problem solving – somebody who can breakdown details, evaluate information objectively and approaches challenges methodically.
    • Customer obsessed – always wear customer’s hat, understand customer’s needs and expectations with empathetical outlook.
    • Curiosity – always asks Why, How and What-If to explore root causes and evaluate possible outcomes when analyzing issues.
    • Structured communication – able to present thoughts clearly and logically.
    • Collaboration – able to collaborate effectively with cross-functional teams to achieve shared goals.

Responsibilities

  • Mapping and analyzing customer journeys across prepaid, postpaid products and corporate segments.
  • Identifying customer pain points, gaps, and Moments of Truth (MOTs) through qualitative and quantitative research.
  • Conduct research to understand customer needs and preferences related to product features, pricing, and lifecycle management.
  • Collaborate with cross-functional teams to design and implement improvements to the product experience.
  • Driving a customer-centric approach to product development and lifecycle management.
  • Contribute to continuous improvement projects aligned with the Customer Experience Transformation roadmap
  • Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.

Requirements

  • Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
  • 3 – 5 years of experience in customer experience, product management, product marketing, or a related field.
  • Experience in the telecommunications or tech industry is an advantage.
  • Experience with customer journey mapping and product lifecycle management.
  • Familiarity with journey mapping tools (e.g., Miro) and customer analytics platforms.
  • Excellent communication, interpersonal, and collaboration skills.

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. 


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