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Head of Digital & Customer Experience

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Our client is seeking a highly motivated and competent Head of Digital & Customer Experience.

Head of Digital & Customer Experience

This role is pivotal in driving, managing, and optimising digital channels, including website, mobile and web applications, customer interactions and emerging digital platforms. The successful candidate will focus on enhancing acquisition, engagement, and satisfaction while ensuring seamless, secure, and innovative digital experiences aligned with the organisation's strategic objectives.

  • Lead the development and execution of the digital channel strategy.
  • Oversee the design, development, and performance of various platforms.
  • Ensure digital channels provide a seamless and personalised user experience.

What you'll do:

As the Head of Digital & Customer Experience, you will be at the forefront of driving the organisation's digital transformation. Your role will involve developing strategies that align with the organisation's objectives while identifying emerging trends to enhance customer engagement. You will lead cross-functional teams to implement innovative solutions while overseeing the design and performance of various platforms. Your focus will be on creating consistent customer-centric journeys across all touchpoints while driving continuous improvements based on feedback and analytics. You will also ensure that all digital offerings are secure, scalable, compliant with relevant policies.

  • Develop and execute the digital channel strategy in alignment with the organisation's overall objectives.
  • Identify emerging digital trends and opportunities to enhance customer engagement and adoption; and operational efficiency.
  • Lead cross-functional teams to implement cutting-edge digital solutions.
  • Oversee the design, development, and performance of the platforms such as mobile apps, web apps, website and content.
  • Ensure consistent, customer-centric digital journeys across all touchpoints.
  • Drive continuous improvements based on customer feedback, market research, and performance analytics.
  • Ensure digital channels provide a seamless and personalised user experience.
  • Monitor and address customer issues, ensuring prompt resolutions.
  • Work closely with product and process owners, digital technology, legal and compliance teams to ensure all digital channels offerings are secure, scalable, and compliant with relevant policies and procedure as well as regulatory requirements.

What you bring:

As the ideal candidate for the Head of Digital & Customer Experience role, you bring a wealth of experience in digital banking or a related industry. You have proven experience in leading digital channel strategies and managing high-performing teams. Your strong understanding of digital technologies, including AI adoption, UX/UI design principles and data analytics, will be crucial in this role. You are a strategic thinker with excellent leadership, communication and project management skills. Your ability to communicate effectively, coupled with your interpersonal skills, will enable you to interact with members at all levels. Your analytical skills, organisational abilities and decision-making capabilities will be key in achieving objectives and goals.

  • Possess a Bachelor Degree or Bachelor Degree (Honours) in Computer Science, Business, Finance or a related field (MBA preferred).
  • At least more than 15 years of experience in digital banking, financial services or a related industry.
  • Proven experience in leading digital channel strategies and managing high-performing teams in the financial industry.
  • Strong understanding of digital technologies including emerging technologies: AI adoption, UX/UI design principles and data analytics.
  • Excellent leadership, communication and project management skills with customer-focused mindset with a drive for innovation.
  • Strategic thinker with the ability to execute tactically.
  • Able to communicate (oral and written) well with clear pronunciation and good language processing.
  • Interpersonal skills to interact with members at all levels.
  • Analytical skills, organisation and the ability to make quality and fast decisions.
  • Strong administrative skills with effectiveness in developing assignments and managing resources to achieve objectives and goals.

What sets this company apart:

Our client is a renowned organisation that values innovation, customer satisfaction and strategic growth. They offer an environment where creativity thrives and new ideas are welcomed. Their commitment to providing seamless, secure, and innovative digital experiences sets them apart from their competitors. This is an exciting opportunity to join a dynamic team that is committed to driving digital transformation.

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

Contract Type: FULL_TIME

Specialism: Tech & Transformation

Focus: Digital Transformation

Industry: IT

Salary: Negotiable

Workplace Type: On-site

Experience Level: Director

Location: Kuala Lumpur

Job Reference: 4FJ4RE-CBC02FD3

Date posted: 22 January 2025

Consultant: FlorieMae Salazar

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