Head of Customer Experience

Exciting opportunity for a Head of Customer Experience in Kuala Lumpur! Shape the future of customer engagement and satisfaction with a leading organisation. Drive positive change, build meaningful connections, and develop a vision for customer experience. Collaborate with stakeholders at all levels to deliver best-in-class service. Enjoy flexibility, inclusivity, and continuous learning. If you're passionate about transforming feedback into action, more details below.

What you'll do:

As Head of Customer Experience, you will play an instrumental role in orchestrating how customers perceive and interact with the organisation. Your day-to-day responsibilities will involve close collaboration with stakeholders at all levels as you drive forward a cohesive vision for exceptional service. You will lead efforts to collect and analyse feedback through established programmes such as CSAT and NPS, translating these insights into practical improvements that resonate across departments. By designing holistic journeys that span every touchpoint—from initial contact through post-purchase engagement—you will ensure consistency in quality and care. Your ability to communicate findings persuasively will empower leadership teams to make informed decisions rooted in genuine customer sentiment. Through your guidance, cross-functional teams will unite around shared goals, resulting in enhanced loyalty programmes that deepen relationships with existing buyers. Success in this role means not only meeting but exceeding expectations by continuously refining processes based on measurable outcomes.

• Collaborate with key stakeholders to develop and embed a unified customer experience vision throughout the organisation, ensuring alignment with business objectives.
• Design and implement a comprehensive roadmap that brings the customer experience vision to life, engaging relevant departments in its execution.
• Oversee the Voice of Customer programme by gathering, analysing, and interpreting timely feedback using CSAT and NPS metrics to inform strategic decisions.
• Transform customer feedback into actionable insights through advanced data analysis, dashboard creation, visualisation techniques, and compelling storytelling.
• Recommend and develop strategies aimed at enhancing service delivery while establishing robust monitoring systems to track progress on key customer-centric initiatives.
• Communicate the voice of the customer effectively to organisational leadership so that feedback directly influences business strategies and priorities.
• Facilitate collaboration across departments via dedicated labs or forums to ensure consistent implementation of customer experience strategies based on real-time feedback.
• Champion initiatives that foster improved teamwork among departments, creating seamless and positive experiences for customers at every stage of their journey.
• Design exceptional end-to-end experiences covering all touchpoints in the customer lifecycle, ensuring each interaction is memorable and aligned with brand values.
• Establish clear key performance indicators (KPIs) for tracking satisfaction, loyalty, and other critical metrics while promoting understanding and adoption across teams.

What you bring:

To excel as Head of Customer Experience, your background should reflect substantial exposure to both strategic planning and hands-on management within similar roles. Your interpersonal skills will be essential as you foster trust-based relationships across multiple departments while championing collaborative approaches. A history of successfully implementing change management initiatives demonstrates your adaptability in dynamic settings. Your analytical abilities must extend beyond numbers; you should be adept at weaving data into narratives that inspire action. Familiarity with industry-standard metrics such as CSAT or NPS is crucial for benchmarking success. Above all else, your passion for nurturing talent ensures team members feel supported as they grow alongside organisational ambitions.

• A minimum degree in any discipline provides you with a solid academic foundation for understanding complex business environments.
• At least five years’ managerial experience within customer experience or related fields equips you with practical knowledge of industry best practices.
• Demonstrated success in building, retaining, and nurturing high-potential talent ensures you can inspire teams towards shared goals.
• A proven record of driving continuous improvement initiatives highlights your commitment to evolving service standards.
• Experience setting up, determining, and tracking performance KPIs enables you to measure progress effectively against defined targets.
• Expertise in managing cross-functional projects allows you to bring together diverse perspectives for unified action.
• Intellectual curiosity paired with excellent communication skills positions you as an empathetic connector between customers and internal stakeholders.
• A keen analytical mindset helps you uncover deep insights from complex datasets while maintaining focus on root causes rather than surface-level symptoms.

What sets this company apart:

This organisation stands out for its unwavering dedication to placing customers at the centre of everything it does. With a strong emphasis on collaboration across all levels—supported by inclusive policies and flexible working arrangements—you’ll find yourself part of a community that values empathy just as much as expertise. The company invests heavily in training opportunities so employees can continually expand their skillsets while contributing meaningfully to shared objectives. Its approach to employee wellbeing is reflected not only in generous benefits but also in its supportive leadership style that encourages open dialogue and mutual respect. Here, your ideas are welcomed; your contributions are recognised; your growth is prioritised—all within an environment where teamwork drives collective achievement.

What's next:

If you are ready to take your career further by shaping unforgettable experiences for customers while working alongside passionate professionals, this is your opportunity to shine.

Apply today by clicking on the link—your next chapter awaits!

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