Urgent requirement for Customer Experience Manage for Bukit Bintang location

Role: Customer Experience Manager / Team Lead - Digital Banking

Contract: 12 months and extends

Banking Experience is must

# Role Summary

Lead our customer experience (CX) team to create seamless digital banking journeys. You'll develop strategies, improve processes, and manage a knowledge base to enhance customer satisfaction across all digital touch points.

# Core Responsibilities

* Design and implement customer-focused digital experiences

* Manage and develop a team of CX professionals

* Oversee knowledge base content for customers and staff

* Analyse customer feedback to drive improvements

* Collaborate with product, tech, and operations teams

* Track and report on key CX metrics (NPS, CSAT)

* Resolve escalated customer issues

# Requirements

* 5+ years in customer experience, preferably in banking/fintech

* Team management experience

* Knowledge of CX tools and platforms

* Strong analytical and problem-solving skills

* Excellent communication and collaboration abilities

* Bachelor's degree in Business or related field

We're looking for someone who can balance strategic thinking with hands-on leadership to create exceptional digital banking experiences for our customers.