Senior Manager, Innovation Experience

Life at U Mobile

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Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Role

• The Senior Manager, Innovation Experience is responsible for designing, operationalising and governing the end-to-end innovation experience across EIP, ensuring every engagement is structured, consistent, documented and outcome-driven.
• This role leads the experience lifecycle across Discover Explore Engage Demonstrate Conclude, working closely with Ecosystem, Solution Orchestration, Testbed & Infra and internal stakeholders to ensure EIP operates as a credible, scalable and repeatable national innovation platform, not a one-off showcase.
• The incumbent acts as the experience orchestrator and quality steward, ensuring experience design, execution, documentation and feedback loops collectively support EIP's objectives for activation, delivery and measurable value creation across Malaysia's 5G-enabled and AI-driven innovation ecosystem.

The Day-To-Day Activities

1. Innovation Journey Design and Lifecycle Governance

• Define, operationalise and continuously refine EIP's structured innovation journey across Discover, Explore, Engage, Demonstrate and Conclude.
• Translate EIP's innovation framework into clear, executable experience flows for enterprises, innovators, partners, agencies and internal teams.
• Ensure seamless progression across stages, avoiding experience gaps between attraction, onboarding, engagement, demonstration and conclusion.
• Establish experience standards that support acquisition, activation, repeat engagement and long-term participation.

2. Experience Enablement, Demand and Activation Readiness

• Work with Ecosystem and Solution Orchestration to ensure experience flows support outreach, programmes, campaigns and solution activations.
• Translate demand generation activities into structured experience touchpoints and readiness plans.
• Ensure internal teams, facilities and processes are prepared to receive and progress users generated from partnerships and campaigns.
• Align experience execution with EIP's positioning as a premium, neutral and nationally credible innovation platform.

3. End-to-End Experience Execution and Orchestration

• Oversee execution of all experience touchpoints before, during and after engagement, including onboarding, visits, demos, workshops and conclusion activities.
• Coordinate schedules, readiness requirements, materials, access and flow across multiple teams to ensure consistent delivery.
• Maintain discipline and quality as engagement volume, partner diversity and complexity scale.
• Act as the custodian of experience quality across all EIP engagements, physical and non-physical.

4. Documentation, Knowledge and Experience Governance

• Own EIP's comprehensive experience documentation framework across pre, during and post engagement stages.
• Ensure structured documentation covering databases, onboarding records, visit logs, images, welcome materials, feedback, processes and journey flows.
• Maintain auditable, reusable and versioned experience artefacts to support governance, reporting and scale.
• Ensure experience data feeds into dashboards, reviews and continuous improvement cycles.

5. Experience Measurement, Insights and Continuous Improvement

• Define and track experience KPIs covering satisfaction, flow efficiency, readiness, retention and documentation completeness.
• Analyse experience data to identify bottlenecks, drop-offs and quality gaps.
• Translate insights into practical refinements to journey design, execution standards and operating processes.
• Ensure experience quality reinforces confidence among senior enterprises, partners and government stakeholders.

About You

• Minimum Degree
• 10 to 12 years of experience managing end-to-end customer, user or participant lifecycle across acquisition, onboarding, engagement and retention.
• Proven experience designing and operating structured lifecycle journeys across pre, during and post engagement phases.
• Hands-on experience supporting demand activation through programmes, campaigns, visits, workshops, showcases or similar initiatives.
• Experience working across complex stakeholder environments including enterprises, innovators, partners, agencies and senior leadership.
• Demonstrated ability to operationalise experience at scale, not just design frameworks.
• Experience establishing documentation, governance and reporting discipline in multi-touchpoint environments.
• Strong lifecycle management expertise across acquisition, activation, engagement and retention.
• Deep understanding of experience flow orchestration aligned to structured journeys and funnels.
• Proven ability to coordinate cross-functional teams to deliver consistent experience outcomes.
• Strong documentation and process discipline, with hands-on execution capability.
• Analytical mindset with ability to convert experience data into actionable improvements.
• Confident communicator across senior stakeholders, partners and innovation communities.
• Strong sense of ownership for experience outcomes while working collaboratively across teams.
• Highly structured, disciplined and calm in managing complex, multi-stage environments.
• Naturally user and stakeholder centric, balancing experience quality with operational rigour.
• Credible and composed when engaging senior enterprises, partners and government agencies.
• Proactive, resilient and comfortable operating in dynamic innovation settings.
• High personal standards for professionalism, service quality and execution excellence.