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affin group

Assistant Manager, CX Strategic Initiatives & Transformation

affin group
Malaysia, Kuala Lumpur
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Job Description

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry – you can make a difference too.

Key Responsibilities

Project Management

  • Key liaison for CX transformation matters, tracking and monitoring project progress, consolidating updates from respective units.
  • Lead the implementation of CX transformation strategies, focusing on elevating the Bank's overall customer experience in the Bank.
  • Assist in developing project plans, including timelines, milestones, and deliverables, identifying potential roadblocks and proactively implement solutions to ensure projects/initiatives are completed on time, within its scope and achieving the expected benefits.

Strategic Planning

  • Assist in the development of CX strategies and frameworks aligned with organizational goals and transformation of customer experience.
  • Conduct market and competitor research, industry benchmarking, data analysis to obtain insights, to identify best practices and propose innovative CX strategies.
  • Collaborate with Unit Heads to develop the annual business plans and other strategic initiatives.

Customer-Centric Culture

  • Advocate and inculcate customer-centric culture through effective CX initiatives.
  • Develop and implement customer-centric change management initiatives to foster a customer-centric and service culture across the Bank.

Communication & Reporting

  • Develop customer communication strategies for key projects/initiatives, including content creation, channel proposals, and mockups.
  • Review marketing and non-marketing communications to ensure alignment with CX guidelines.
  • Oversee the creation and delivery of high-quality content for the CX newsletter, annual reports, and other key communication materials.
  • Ensured all content aligned with the Bank's CX transformation goals, maintaining consistency in messaging and tone across all platforms.
  • Prepare and consolidate updates from respective units for department updates to the Division Head.

Cross-Collaboration & Stakeholder Management

  • Cultivate and maintain strong, collaborative relationships with internal stakeholders, including senior leadership, department heads, and cross-functional team members.
  • Serve as a trusted advisor to stakeholders, offering expert guidance and support on customer experience (CX) strategies, initiatives, and best practices.
  • Actively solicit stakeholder feedback and incorporate it into project planning and execution to ensure alignment with the Bank's objectives and priorities.
  • Key liaison between teams to ensure alignment on goals, priorities, and project deliverables, fostering a synergised approach to CX transformation.

Budget & Vendor Management

  • Assist with budget planning, monitoring and tracking of departmental budget, expenses and reporting.
  • Key liaison with procurement in sourcing for the department.
  • Manage vendor renewals and submissions of requests for collaterals.

Reporting & Administration

  • Develop and implement robust tracking mechanisms and reporting frameworks to monitor progress against key performance indicators (KPIs) and CX transformation goals.
  • Prepare and deliver regular status reports, dashboards, and presentations for CX leadership and other stakeholders, ensuring timely and accurate communication of project progress and outcomes.
  • Compile comprehensive post-meeting reports, discussion notes, and action items to ensure clear follow-up and accountability.
  • Prepare detailed management reports and updates on overall customer experience initiatives and projects, highlighting key achievements, challenges, and next steps.
  • Support as Secretariat and provide end-to-end support in pre- and post-meeting coordination, including the compilation of approval papers, reports, and preparation of meeting minutes within the stipulated timeframe to ensure efficient and seamless meeting arrangements.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Banking
Employment Type:
Full time

About Company

affin group

Job ID: 147628899

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Last Updated: 19-05-2026 08:58:28 PM
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