Introduction:
Why Blueberry
At Blueberry, customer experience isn't a support function. It's a strategic pillar. From onboarding to ongoing service, every interaction shapes trust, compliance, and long-term growth.
As Regional Customer Experience Manager, you won't just manage operations. You'll shape how customer-facing teams perform, govern quality and compliance frameworks, and translate global strategy into strong regional execution. This is a leadership role for someone who thinks in systems, builds capability, and drives meaningful improvement at scale.
Note: At Blueberry, moving with purpose means showing up, connecting, and building momentum together. This role is based onsite in Kuala Lumpur, Malaysia, Monday to Friday, where the real magic happens.
Description:
We're looking for a seasoned Customer Experience leader to oversee customer service, onboarding, and due diligence operations across the region.
This role focuses on governance, quality, leadership, and strategic alignment. You'll lead through Team Leaders and Managers, ensuring service excellence, onboarding accuracy, regulatory compliance, and operational consistency across the region.
If you enjoy building frameworks, strengthening leadership capability, and improving performance through data and structure, this role gives you the platform to do exactly that.
How You'll Make An Impact
Regional Customer Experience Leadership
- Lead and govern customer service and onboarding functions across the region.
- Ensure consistent service quality, regulatory alignment, and operational excellence.
- Translate global customer experience strategy into practical regional execution.
Performance, Insights & Continuous Improvement
- Analyse performance trends, customer feedback, and operational metrics.
- Identify friction points, non-conversion drivers, and inefficiencies.
- Implement improvement initiatives that enhance customer satisfaction and operational outcomes.
People Leadership & Capability Building
- Lead, mentor, and develop Team Leaders and Managers.
- Strengthen leadership capability, accountability, and engagement.
- Build a strong talent pipeline aligned with Blueberry's values and standards.
Quality, Risk & Escalation Governance
- Oversee Quality Assurance frameworks and service standards.
- Provide oversight on complex cases and escalations.
- Ensure onboarding and communications meet compliance and regulatory expectations.
- Partner closely with Compliance, Risk, Product, Technology, and other stakeholders.
Training, Standards & Enablement
- Support development of operational playbooks, training frameworks, and knowledge standards.
- Ensure strong product and regulatory knowledge across teams.
- Drive consistency and best practice across customer-facing operations.
What Success Looks Like
- A high-performing, well-governed regional customer service and onboarding operation.
- Strong leaders delivering consistent quality and compliance.
- Reduced onboarding friction and improved customer trust.
- Clear performance accountability frameworks.
- Engaged teams aligned to strategy and purpose.
Skills and Experiences:
Who We're Hoping To Find
- 5+ years of leadership experience in customer experience, onboarding, or operations within financial services or regulated environments.
- Proven experience leading large teams (20+ staff) through Team Leaders or Managers.
- Strong stakeholder management skills across Compliance, Product, Technology, Risk, and Sales.
- Experience building and implementing governance and service frameworks.
- Strong data literacy and experience interpreting operational metrics and performance insights.
- Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and service tools (e.g., Intercom, Zendesk, Live Chat).
- Experience working with reporting tools such as Snowflake or Power BI.
- Excellent communication, coaching, and influencing skills.
- Experience managing hybrid or remote teams.
Extra Points if You Have
- Experience in KYC, KYB, Customer Due Diligence, or compliance-heavy environments.
- Background in brokerage, trading, or financial institutions.
- RG146 Financial Services General Advice certification.
