Head of CX and Contact Centre

An exciting opportunity has arisen for a Head of CX and Call Centre to drive customer experience excellence in a leading Consumer Bank. This strategic role oversees service operations, enhances engagement, and implements innovative solutions to elevate service standards. With a strong presence in Malaysia, this forward-thinking bank fosters digital transformation, and customer-centric innovation.

What you'll do:

As the Head of CX and Contact Centre, you will be responsible for defining and executing the company’s customer experience strategy while ensuring exceptional service delivery across multiple touchpoints. Your role will involve balancing strategic oversight with hands-on operational leadership to drive customer satisfaction, operational efficiency, and digital adoption in a banking-driven environment.

• Develop and implement a customer experience (CX) strategy that aligns with the company’s banking operations and business objectives.
• Oversee the end-to-end management of call centre operations, ensuring high service levels, efficiency, and scalability.
• Enhance customer engagement by leveraging data-driven insights and advanced digital tools.
• Define and enforce customer service standards, best practices, and operational procedures.
• Optimize call centre performance by implementing automation, AI-driven chatbots, and omnichannel support strategies.
• Develop and monitor key performance indicators (KPIs) to drive continuous improvement in customer satisfaction and operational efficiency.
• Ensure compliance with regulatory standards while embedding risk management frameworks into customer service operations.
• Lead cross-functional collaboration with internal teams to enhance the customer journey and implement service enhancements.
• Drive innovation in service delivery by integrating banking solutions, AI-driven analytics, and automation tools.
• Champion a customer-first culture within the organization by implementing training and development programs for service teams.
• Manage customer escalations and implement feedback mechanisms to enhance service recovery and resolution times.
• Oversee budgeting and cost optimization strategies for call centre operations while maintaining service excellence.
• Partner with third-party vendors, technology providers, and banking partners to enhance CX capabilities.

What you bring:

The ideal candidate for the Head of CX and Contact Centre position will possess a blend of strategic vision, operational excellence, and customer-centric innovation. You have a proven track record of transforming customer experience strategies, optimizing service delivery, and driving digital adoption within financial services or banking environments.

• Bachelor’s or Master’s degree in Business, Marketing, Customer Experience, or a related field.
• Minimum 10+ years of experience in customer experience, contact centre management, or customer service leadership, with at least 5 years in a senior management role.
• Experience in banking, financial services, or regulated industries is an advantage.
• Expertise in CX strategies, customer journey mapping, and service design methodologies.
• Strong leadership skills with the ability to drive cultural change and team engagement.
• Proficiency in customer service technologies, CRM platforms, and AI-driven service solutions.
• Strong stakeholder management and collaboration skills across diverse teams.
• Data-driven mindset with experience in customer analytics, reporting, and service optimization.
• Ability to balance regulatory compliance with innovation in customer service delivery.

What sets this company apart:

This consumer bank is a well-established organization committed to customer-centric innovation, digital transformation, and operational excellence. It fosters a dynamic and inclusive culture, supporting professional growth, agile execution, and a commitment to exceptional customer experiences.

What's next:

Ready to take on this exciting challenge? Don’t miss out on this opportunity!

Apply today by clicking on the link!

*Do note that we will only be in touch if your application is shortlisted.*

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C