Lead, Customer Experience

OneCredit is Malaysia's newest Credit Reporting Agency registered under the Ministry of Finance

We compile and maintain individual and business credit information to generate reports and scores to help businesses and consumers manage risk, make informed decisions, and achieve their financial goals.

Beyond that, we are an information services and technology company specialising in big data analytics, delivering data-driven insights that support decision making in businesses and financial institutions

About the Role

As the Lead, Customer Experience, you will be responsible for driving a seamless, engaging and commercially impactful customer experience across OneCredit's products and services. Beyond service quality, you will play a key role in customer retention, renewal, engagement and revenue growth, ensuring customers continue to derive value from OneCredit and identifying opportunities to deepen and expand customer relationships.

You will serve as the voice of the customer while partnering closely with Sales, Product, Engineering, Operations and Compliance to understand customer needs, improve the customer journey, address pain points and identify opportunities to increase customer lifetime value and Average Revenue Per User (ARPU).

The ideal candidate is commercially minded, data-driven and customer-obsessed, with the ability to translate customer insights into actionable initiatives that improve both customer satisfaction and business performance.

Customer Retention and Renewal

• Implement strategies to improve customer retention, renewal rates and customer lifetime value.
• Monitor customer usage, engagement and purchasing behaviour to identify customers at risk of churn.
• Establish proactive customer engagement and retention initiatives to address customer needs before they become churn risks.
• Manage and improve the customer renewal journey, ensuring timely engagement and a smooth renewal process.
• Analyse reasons for customer churn and develop corrective actions to reduce attrition.

Customer Growth and Revenue Expansion

• Identify opportunities to increase customer ARPU through upselling, cross-selling, product adoption and increased usage.
• Work closely with Sales and Product teams to identify opportunities to expand existing customer relationships.
• Develop customer segmentation and engagement strategies based on customer value, behaviour and needs.
• Monitor customer revenue performance and identify opportunities to improve customer monetisation.
• Support the development of initiatives to increase product adoption and customer wallet share.

Customer Experience Strategy

• Implement customer experience strategies aligned with OneCredit's business and revenue objectives.
• Establish customer experience standards and best practices across key customer touchpoints.
• Champion a customer-centric culture across the organisation while balancing customer needs with business objectives.

Customer Journey and Process Improvement

• Map and analyse the end-to-end customer journey to identify friction points, service gaps and opportunities for improvement.
• Drive initiatives to simplify and optimise customer-facing processes and improve turnaround time.
• Partner with relevant teams to implement improvements and measure their impact on customer experience and business performance.

Customer Feedback and Insights

• Establish structured mechanisms to capture and analyse customer feedback, complaints and suggestions.
• Identify recurring customer issues and translate customer insights into actionable recommendations.
• Provide insights to Product, Technology, Sales and Operations teams to support product and service improvements.
• Develop regular customer experience and customer health reports for management review.

Customer Service & Issue Resolution

• Oversee the overall customer service experience and ensure enquiries and complaints are handled professionally and within agreed service standards.
• Establish effective escalation and resolution processes for complex or high-impact customer issues.
• Monitor service quality and identify opportunities to improve customer satisfaction and customer loyalty.

Management Reporting & Strategic Initiatives

• Provide regular updates to management on customer experience performance, retention, renewal, churn, ARPU and key customer insights.
• Develop and maintain a customer experience improvement roadmap with clear priorities, owners and measurable outcomes.
• Lead strategic customer experience initiatives that contribute to both customer satisfaction and sustainable revenue growth.

• 5–8 years relevant experience in Customer Experience, Customer Success, Account Management or related functions.
• Strong commercial and business acumen, with experience improving ARPU, CLV or other customer revenue metrics.
• Able to speak Chinese, Malay and English (additional languages/dialects an advantage).
• Strong communication, negotiation and relationship-building skills.
• Self-motivated, results-driven, and comfortable working in a target-based, commission-linked environment.
• Interest in fintech, data analytics, and financial services.
• Prior experience in sales, business development, or SME/financial services is an advantage; fresh graduates with the right drive are welcome to apply.
• Ability to work independently, manage own schedule, and build a client pipeline from the ground up.
• Comfortable with basic use of CRM tools and Microsoft Office (Excel, Word, PowerPoint) for reporting and client tracking.
• Resilient and adaptable, with a positive attitude toward rejection and follow-up in a sales cycle.
• Strong cross-functional stakeholder management skills.
• Basic understanding of credit reporting, SME financing, or business lending is a plus (training provided).

What We Offer

• Competitive basic salary
• Attractive commission and incentive structure
• Opportunity to grow with a high-growth fintech company
• Be part of a company transforming the credit intelligence industry in Malaysia
• Fast career progression for high performers

Why Join Us

• Be part of a fast-growing, innovative credit bureau shaping the future of data-driven lending in Malaysia.
• Work with a dynamic and collaborative team in a tech-driven financial services environment.
• Transform the financial ecosystem and build the future of financial technology for Malaysia and the region
• Fintech industry with huge market potential
• Solve real problems for businesses (bad debt & credit risk)
• Early team with leadership opportunities