Head of CX Tech & Solutions

Job Description

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.

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. 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.

In this role at CelcomDigi, you will lead the development and implementation of innovative service solutions and automation initiatives to enhance the customer experience and improve operational efficiency. This includes identifying opportunities for automation, leading to the implementation of new technologies, and driving continuous improvement.

You are: (personality/competencies, etc.)

• Innovative and Customer-Centric: Passionate about leveraging technology to enhance customer experience and drive service innovation.
• Collaborative Leader: Skilled at working cross-functionally and managing diverse stakeholders to achieve common goals.
• Analytical and Data-Driven: Uses metrics and insights to evaluate impact, solve problems, and guide decisions.
• Project and Budget Management Expert: Experienced in managing projects, SRs, and CRs within budget and timelines.
• Process Improvement and Automation Specialist: Strong background in identifying automation opportunities and optimizing service delivery.
• Adaptable and Result-Oriented: Thrives in dynamic environments, driving measurable outcomes and continuous improvement.

Responsibilities

• Manage and oversee CX-related technologies and platforms to support enhanced customer service delivery.
• Review, manage, and approve all service requests (SRs) and change requests (CRs) from CX partners, ensuring alignment with budget and business priorities.
• Identify opportunities to innovate and improve customer experience through automation, digital tools, and emerging technologies.
• Lead the planning and implementation of service automation initiatives across various customer interaction channels.
• Collaborate with IT, Innovation, BPOs, and external partners to integrate and optimize automation and CX technology solutions within existing or alternative systems.
• Evaluate and implement new customer service technologies that enhance operational efficiency and customer satisfaction.
• Drive continuous improvement initiatives by analyzing service performance data and customer feedback.
• Monitor the impact of technology and innovation efforts on key customer experience metrics and recommend strategic adjustments as needed.

Requirements

• Bachelor’s degree in Technology, Engineering, Computer Science, or a related field; advanced degree preferred.
• Minimum 8 years of progressive experience in service operations, customer experience management, process improvement, or automation initiatives.
• Proven track record leading the design and implementation of CX technology stacks and service automation projects.
• Experience managing service requests (SRs) and change requests (CRs) within budget and deadlines.
• Strong background collaborating with IT, BPOs, innovation teams, and external partners.
• Experience with AI-driven insights, predictive analytics, or similar advanced data technologies is a significant plus.