Programme Manager (Customer Experience Platform)

An exciting opportunity has arisen for a Programme Manager to take the helm of an enterprise-wide Customer Experience Platform transformation.

Programme Manager (Customer Experience Platform)

This pivotal role is designed for someone who thrives on shaping strategy, driving delivery, and ensuring the continual evolution of a cutting-edge CRM platform that underpins sales, service, onboarding, customer insights, and omnichannel engagement across a major financial institution. As the strategic bridge between Business, IT, Architecture, Data, Risk, Cybersecurity, and Digital teams, you will be at the forefront of aligning technology investments with business goals. The organisation offers a collaborative environment where your expertise in executive-level advisory support and governance will directly influence multi-year roadmaps and drive CRM modernisation. You will enjoy flexible working opportunities and access to ongoing training and development programmes that foster both personal and professional growth. If you are passionate about optimising processes, promoting standardisation, and ensuring effective adoption of platform capabilities across diverse stakeholders, this is your chance to make a significant impact.

• Play a central role in shaping the future of customer experience by leading the strategy and delivery of an enterprise CRM platform that supports all facets of sales, service, onboarding, and customer engagement.
• Collaborate closely with senior leaders across multiple business units and technical domains to ensure technology solutions are fully aligned with organisational objectives and regulatory requirements.
• Benefit from flexible working arrangements and continuous learning opportunities within a supportive environment that values knowledge sharing, teamwork, and professional development.

What you'll do:

As Programme Manager Customer Experience Platform you will play a vital role in orchestrating the strategic direction and operational excellence of an enterprise CRM platform. Your day-to-day activities will involve engaging with senior leaders across various departments to understand their evolving needs while translating these into actionable technology roadmaps. You will facilitate strategic planning sessions that bring together diverse perspectives from Business Units as well as IT specialists. By overseeing demand intake processes and prioritising initiatives based on value frameworks and architectural alignment, you will ensure resources are allocated effectively for maximum organisational benefit. Your responsibilities extend to supervising detailed discovery efforts—defining challenges clearly while exploring innovative solutions—and guiding the development of compelling business cases that justify investment decisions. In addition to driving modernisation projects aimed at enhancing scalability and security within the CRM ecosystem, you will champion process optimisation efforts that promote standardisation across functions. Through close collaboration with compliance experts you will help maintain adherence to AML/CFT regulations while fostering an environment where new platform capabilities are embraced enthusiastically by all stakeholders.

• Lead executive-level engagement with business units to understand their strategies, priorities, and capability needs while facilitating strategic planning sessions that align business objectives with technology opportunities.
• Provide high-level advisory support to business unit leaders on solution options, risk assessments, and investment decisions by preparing comprehensive engagement plans and executive briefing materials.
• Translate complex business strategies into enterprise-aligned solution roadmaps by identifying capability gaps, modernisation needs, and innovation opportunities in collaboration with enterprise architecture teams.
• Oversee the intake, evaluation, and prioritisation of enterprise demand by applying value frameworks, scoring models, and architectural criteria to assess requests before presenting recommendations to leadership boards.
• Direct large-scale discovery efforts and requirements analysis at the enterprise level by defining problem statements, evaluating solution options, and conducting thorough impact assessments.
• Supervise the creation of robust business cases to ensure clarity of requirements while governing multi-year roadmaps that enable scalable, secure, and sustainable CRM capabilities.
• Drive CRM platform modernisation initiatives by strengthening operating models, promoting standardisation across processes, and optimising workflows for maximum efficiency.
• Champion effective adoption of platform capabilities among all stakeholders through targeted communication strategies and change management initiatives.
• Collaborate with cross-functional teams including IT, Data Management, Risk Compliance, Cybersecurity, and Digital Transformation to ensure seamless integration of new technologies within existing frameworks.
• Monitor compliance with local laws and regulations pertaining to anti-money laundering (AML) and counter-financing of terrorism (CFT), ensuring all platform enhancements adhere to industry standards.

What you bring:

To excel as Programme Manager (Customer Experience Platform) you will bring a wealth of experience in stakeholder engagement—particularly at executive levels—where your interpersonal skills have enabled you to build consensus around shared objectives. Your background includes successfully translating multifaceted business strategies into actionable technology solutions while navigating regulatory landscapes such as AML/CFT compliance. You possess deep familiarity with designing long-term solution roadmaps in concert with architecture teams; your insight into integration patterns ensures seamless connectivity across platforms. Analytical thinking is second nature for you: whether identifying hidden connections or addressing root causes in complex environments. Your communication style is inclusive—capable of bridging gaps between technical experts and business leaders—while your commitment to ethical conduct sets a positive example for colleagues. With practical knowledge spanning banking operations through digital transformation best practices you are well-equipped not only to guide but also inspire teams towards successful adoption of new capabilities.

• Demonstrated ability to build trusted relationships with senior business unit leaders through empathetic communication skills that foster collaboration across teams.
• Proven track record in translating complex business strategies into clear technology needs while identifying solution opportunities that align with broader organisational goals.
• Extensive experience developing multi-year solution roadmaps in partnership with enterprise architecture teams; adept at spotting capability gaps as well as cross-unit synergies.
• Comprehensive understanding of technology portfolios including platforms and integration patterns relevant to large-scale CRM implementations within regulated industries.
• Sound knowledge of local laws and regulations related to anti-money laundering (AML) and counter-financing of terrorism (CFT), ensuring compliance throughout project lifecycles.
• A positive attitude combined with professionalism; recognised for upholding high levels of integrity and ethical conduct in all interactions.
• Exceptional analytical skills enabling you to identify patterns or connections between seemingly unrelated situations while uncovering underlying issues in complex scenarios.
• Basic to intermediate familiarity with banking facilities alongside a solid grasp of industry regulations affecting digital transformation initiatives.
• Outstanding oral and written communication abilities allowing you to convey intricate concepts clearly to both technical audiences and non-technical stakeholders alike.
• Capacity for independent work coupled with dependability; able to manage multiple priorities efficiently even when operating under minimal supervision.

What sets this company apart:

This organisation stands out for its unwavering commitment to delivering exceptional customer experiences through technological advancement while maintaining rigorous standards for security and regulatory compliance. Employees benefit from flexible working arrangements designed to support work-life balance alongside generous training opportunities that encourage continuous professional growth. The culture here is one of inclusivity—where knowledge sharing is celebrated—and every team member’s contribution is valued regardless of background or tenure. You’ll find yourself surrounded by knowledgeable colleagues who are eager to collaborate on meaningful projects that shape the future of financial services delivery. The company’s dedication to nurturing talent ensures ample opportunities for career progression within a supportive network built on trust mutual respect and shared success.

What's next:

If you are ready to make a lasting impact on customer experience transformation within a forward-thinking organisation this is your moment—apply now!

Apply today by clicking on the link provided.

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