Integrated Change Management & Communication Specialist

Job Description

Specialist of Integrated Change Management & Comms

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.

Role Overview

This role supports the adoption of CX initiatives by executing change management tasks and communication plans. You’ll help ensure all customer-facing and internal messages reflect our customer-obsessed vision, brand tone, and strategic goal of being the most trusted brand. You’ll also assist in integrating new processes, technologies, and customer experiences through proactive communication and stakeholder engagement to strengthen our CX culture.

Responsibilities

• Execute and deliver the CX Communication Plan for internal CDzens by producing timely, relevant, and high-quality content that effectively supports CX initiatives, Moments of Truth, and CX culture-building efforts.
• Contribute to the continuous improvement of external CX communications by regularly reviewing customer-facing messaging across all CX channels, ensuring alignment with brand tonality and channel-specific relevance.
• Develop and deliver support materials such as FAQs, training guides, presentations, and communications on schedule, ensuring they effectively drive adoption of CX initiatives and enable go-to-market readiness.
• Collaborate closely with CX project leads to provide timely and actionable input on product and business rules, ensuring execution aligns with project objectives and overall CX strategy.
• Support change communication efforts by collaborating with internal stakeholders, ensuring clear, consistent, and timely messaging that supports smooth adoption of new processes, technologies, and customer-obsessed changes.
• Maintain and update knowledge base content for both internal and external customers, contributing to the unification of information into a cohesive knowledge management system, including AI readiness.

Requirements

• Bachelor’s degree in a relevant field (e.g., Business Administration, Communications, or related disciplines).
• Minimum 3 years of experience in communications, operational excellence, change management, or a related field, with a proven track record of successful implementation.
• Strong understanding of Customer Experience (CX) principles, frameworks, and methodologies.
• Excellent interpersonal and communication skills, both written and verbal, in English, Mandarin and Bahasa Malaysia.
• Creative writer with a strong flair for content creation and audience engagement.
• Ability to multitask, prioritize effectively, and thrive in a fast-paced environment.
• Experience managing change initiatives and driving stakeholder alignment is a strong advantage.