Job Description
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 at
CelcomDigi, 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. This role focuses on optimizing the customer journey for products focusing on postpaid, prepaid product offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.
You Are
- Analytical rely on data and insights to guide decisions and identify opportunities for improvement.
- Problem solving somebody who can breakdown details, evaluate information objectively and approaches challenges methodically.
- Customer obsessed always wear customer's hat, understand customer's needs and expectations with empathetical outlook.
- Curiosity always asks Why, How and What-If to explore root causes and evaluate possible outcomes when analyzing issues.
- Structured communication able to present thoughts clearly and logically.
- Collaboration able to collaborate effectively with cross-functional teams to achieve shared goals.
Responsibilities
- Mapping and analyzing customer journeys across prepaid, postpaid products and corporate segments.
- Identifying customer pain points, gaps, and Moments of Truth (MOTs) through qualitative and quantitative research.
- Conduct research to understand customer needs and preferences related to product features, pricing, and lifecycle management.
- Collaborate with cross-functional teams to design and implement improvements to the product experience.
- Driving a customer-centric approach to product development and lifecycle management.
- Contribute to continuous improvement projects aligned with the Customer Experience Transformation roadmap
- Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.
Requirements
- Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
- 3-5 years of experience in product management, product marketing, customer experience, or a related field
- Strong understanding of telecommunications products and services
- Experience with customer journey mapping and product lifecycle management
- Familiarity with journey mapping tools (e.g., Miro) and customer analytics platforms
- Excellent communication, interpersonal, and collaboration skills
Next Steps
Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.
At CelcomDigi, we aspire to be Malaysia's leading telco-tech company the nation's digital growth engine powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It's about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you'll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.
Let's advance and inspire Malaysia together! #WeAreCelcomDigi
Follow CelcomDigi on LinkedIn and vote for us as Malaysia's Most Preferred Employer at the GRADUAN Brand Awards.
CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair. 
