Kerja Sepenuh Masa, Manager, Customer Experience di Sime Darby Property Selangor - Maukerja

Job Purpose

Drive customer experience (CX) transformation across the Group, translating CX strategy into initiatives that improve customer journeys, strengthen service delivery and build a customer-centric culture across businesses and customer touchpoints.

Lead the Voice of Customer (VoC) agenda, ensuring customer feedback and insights inform business decisions, improvement priorities and service design. Partner with business and functional teams to address root causes, improve processes and enable change through people, organisational capabilities and technology.

Drive the implementation and measurement of CX initiatives, strengthening cross-functional accountability for customer outcomes and delivering measurable improvements in customer satisfaction, loyalty, operational efficiency and business value.

Job Responsibilities

1. CX Strategy and Transformation Delivery

• Contribute to the Group CX strategy and roadmap, recommending priorities aligned with customer needs and business objectives.
• Develop business cases and delivery plans for agreed initiatives, defining expected benefits, scope, resources, ownership and milestones.
• Manage the agreed CX project portfolio, coordinating stakeholders, monitoring progress, managing risks and dependencies, and escalating issues requiring management support.

2. Customer Journey and Service Improvement

• Lead the assessment of priority customer journeys to identify unmet needs, process gaps and weaknesses in communication and handovers between teams.
• Partner with business and process owners to design, pilot and embed service improvements, with operational implementation and sustained service delivery owned by the relevant functions.
• Work with business and Training teams to embed agreed service standards, service language and customer-focused behaviours through practical guidance and targeted coaching.

3. Voice of Customer and CX Performance

• Own and enhance the Group VoC framework, overseeing feedback programme design, channel selection, sampling, timing and data quality to improve coverage, minimise bias and maintain consistent measurement.
• Lead the team’s analysis of customer feedback, operational data and service assessments to identify recurring issues, root causes and improvement priorities.
• Define CX measures and oversee accurate, timely dashboards covering Net Promoter Score (NPS), customer satisfaction (CSAT), complaints, mystery audits, service level agreement (SLA) performance and other agreed indicators.
• Maintain a closed-loop feedback process with clear business ownership, response timelines, customer follow-up, corrective action tracking and verification of resolution.
• Present insights and recommendations to management and the CX Council, and assess initiative outcomes against agreed customer and business measures.

4. Digital CX and Customer Touchpoints

• Champion customer needs in digital and communication decisions, challenging practices that create unnecessary effort and escalating unresolved barriers to a better experience.
• Lead reviews of inbound and outbound touchpoints across apps, calls, email, WhatsApp and websites to improve enquiry routing, response quality and proactive communication throughout the customer journey.
• Use app feedback, usability findings and channel performance to prioritise enhancements and define customer requirements for simpler journeys, self-service and automation.
• Partner with business and IT/Digital teams to implement agreed improvements, coordinate user testing and adoption, and verify that changes resolve identified customer pain points. IT/Digital owns technical delivery.

5. Team Leadership and Development

• Set team objectives, allocate responsibilities and manage capacity in line with agreed priorities and available resources.
• Review individual performance and the quality and timeliness of team outputs, addressing gaps through clear feedback and support.
• Coach and develop team members, strengthening capabilities in customer insights, project delivery and stakeholder management

Education/ Professional Qualification

• Degree in Business, Psychology and Customer Experience, or related discipline
• Professional certification in Customer Experience, NPS/VoC, Data Analytics, Service Design or Digital Transformation is an added advantage.
• Strong analytical, problem-solving and data storytelling skills, with the ability to translate customer and operational data into actionable insights.
• Strong communication and stakeholder management skills, with the ability to influence cross-functional teams and present insights to senior management.
• Good understanding of digital technologies, customer feedback platforms, dashboards and AI-enabled customer service solutions.

Professional Experience

• Minimum 6–8 years of relevant experience in Customer Experience, Customer Insights, Voice of Customer, Service Quality, Business Analytics or related fields.
• Strong track record in designing and managing end-to-end customer feedback / VoC frameworks, including feedback channels, methodology, measurement, data quality and reporting, , closing customer service gaps, and leading insight-driven actions.
• Demonstrated experience in driving cross-functional improvement initiatives, working with operations, frontline and support functions to translate insights into measurable actions.
• Experience developing and managing CX dashboards, performance reporting and data visualisation, preferably using tools such as Power BI or equivalent.
• Exposure to digital service enablement, including AI chatbots, FAQs, self-service platforms, automation or other initiatives aimed at improving customer accessibility and service responsiveness.
• Experience in property, retail, hospitality or other customer-centric industries would be an advantage.
• Experience with Salesforce, PowerBI, or CX-related CRM systems is preferred