Head of Customer Experience (CX) Transformation

Job Description

Join our CX Transformation Department 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: CelcomDigi is seeking an experienced and visionary Head of CX Transformation to lead a comprehensive, enterprise-wide customer experience transformation. This is a Head of Department role and required a strong and experience leader to be the primary driver for accelerating transformative customer experiences across our Consumer and Enterprise products, services, and all key customer fronting channels. This role demands a strong focus on strategic execution, technological innovation, organizational culture change, and data-driven decision-making, ensuring CX remains front and center even as the full IT transformation roadmap is underway

Responsibilities

1. Customer Journey and Experience Transformation

• End-to-End Journey Ownership: Own the design, delivery, and continuous optimization of all critical Consumer and Enterprise Customer Journeys, from awareness and acquisition through usage, service, and retention.

• Channel Integration: Drive a unified, seamless, and high-quality experience across all channels, including:
  • Digital Channels: Mobile App, Online Store, Web Self-Service.

• Consumer Fronting Channels: Retail Stores, Call Centers, Social Media.
• Enterprise Channels: Dedicated B2B Portals, Account Managers, and Enterprise Support Desks.
• Accelerated Transformation: Identify and execute "quick-win" and transformative experience enhancements that can be delivered quickly to realize immediate customer value, while aligning with the longer-term full IT transformation roadmap.
• Innovation: Lead the solutioning and adoption of innovative CX technologies and processes to significantly uplift the customer experience.

2. CX Culture and Organizational Change

• Culture Building: Design, implement, and champion a comprehensive program to embed a Customer-Obsessed Culture across all layers of the organization.
• Internal Communications: Develop and manage all CX-related communications, ensuring alignment, transparency, and enthusiasm for the CX vision and progress across the company.
• Engagement Events: Plan and execute CX Culture Building Events (e.g., internal roadshows, awards, workshops) to recognize excellence and foster employee involvement in the transformation.

3. Technology, Data, and Governance

• CX Technology and Solutions: Be the business owner and manager for the CX technology and solutions stack (e.g., CRM, CEM platforms, Analytics tools, AI/ML for CX) for the division, ensuring these tools effectively support the transformative vision.
• Data-Driven Insights: Utilize user data, customer feedback, and deep customer insights to identify pain points, opportunities for transformative innovation, and measure the success of CX enhancements and culture change initiatives.
• Project Management & Governance: Oversee the project management function for key CX initiatives, ensuring on-time and on-budget delivery.
• Go-To-Market (GTM) Gatekeeper: Serve as the gatekeeper for the CX GTM process, ensuring that all new products, services, and channel changes meet high CX standards and are seamlessly integrated into the customer journey before launch.

Requirements

• Minimum of 15 years of experience in Customer Experience, Transformation, Strategy, or a related field, with at least 5 years in a senior leadership role.
• Proven track record of successfully leading large-scale, complex CX transformations in a telecommunications or high-volume service-based industry (Consumer and Enterprise experience is highly desirable).
• Deep expertise in mapping, optimizing, and transforming multi-channel customer journeys.
• Strong understanding of CX technologies (e.g., modern CRM, omnichannel platforms, AI/GenAI for Service/Sales).
• Exceptional skills in organizational change management and building CX-focused culture at an enterprise level.
• Demonstrated ability to use data and insights (NPS, CSAT, Operational Data) to drive strategic decisions and measure business impact.
• Excellent communication, negotiation, and stakeholder management skills, capable of influencing executive and cross-functional teams.
• Bachelor's degree in Business, Marketing, Technology, or a related field; an advanced degree (MBA) is a plus.