The Customer Journey & Experience Manager is responsible for designing, managing, and continuously enhancing the end-to-end customer experience across the Malaysia-Singapore Cross Border Corridor. The role focuses on improving customer journeys, developing customer-centric solutions, and driving initiatives that strengthen Maybank's cross-border value proposition.
- Lead the design and continuous improvement of the end-to-end customer journey for cross-border customers, particularly within the Malaysia-Singapore corridor.
- Drive the development, launch, and enhancement of the Cross Border Customer Hub as a one-stop service centre to support cross-border customer needs.
- Identify customer pain points and deliver initiatives to simplify processes and improve the overall customer experience across key touchpoints.
- Develop and enhance customer-centric cross-border propositions, including relocation solutions, mortgage offerings, and other tailored financial services.
- Collaborate closely with Business, Digital, Operations, and Technology teams to improve onboarding, servicing, and digital customer experiences.
- Leverage customer insights, feedback, and data analytics to identify opportunities for journey optimisation and proposition enhancement.
- Support strategic initiatives such as enabling remote account opening for Singapore customers and reviewing internal policies or processes to improve access and service delivery for cross-border customers.
Job Requirement
- Relevant experience in customer journey management, customer experience (CX), digital transformation, product management, or retail banking.
- Proven track record in mapping, analysing, and enhancing end-to-end customer journeys across both digital and physical customer touchpoints.
- Strong project management and execution capabilities, with the ability to coordinate and collaborate effectively with stakeholders across Business, Product, Digital, Operations, Technology, and external partner teams.
- Sound understanding of customer journey mapping, service design, and process improvement methodologies, with exposure to product launches, implementation initiatives, and credit policy enhancements.
- Excellent communication, stakeholder management, and presentation skills, with the ability to engage and influence senior management, cross-functional teams, and external partners.
- Strong analytical and problem-solving skills, with the ability to translate customer insights and data into actionable improvements and measurable business outcomes.
- Customer-centric mindset with a passion for service excellence, customer satisfaction, and delivering seamless customer experiences, particularly in a cross-border banking environment.
