- Kuala Lumpur Federal Territory Malaysia
Kerja Sepenuh Masa, Senior Executive, CX Service Culture - Frontliner Touchpoint di Malaysia Airlines Federal Territory - Maukerja
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Simpan
Lokasi Kerja
Penerangan Kerja
Tanggungjawab
Position Title
Senior Executive, Customer Experience (Service Culture & Frontliner Touchpoint)
Report To
Assistant Manager, Service Experience
Position Summary
This role contributes to the design, execution, and continuous improvement of service strategies, experience transformation programs, and culture-building initiatives that align employee behaviors with the organization's service vision and customer promise. This role also leads the establishment of employee engagement initiatives to help create consistent, customer-centric experiences that drive satisfaction, loyalty, and business performance. The role works closely with cross-functional stakeholders to understand customer and employee needs, identify experience improvement opportunities, and support the translation of customer insights into actionable service strategies and initiatives.
Key Accountabilities
Service Culture Development
Customer Experience, Service Design, Service Excellence, Hospitality, Organizational Culture, Employee Experience, or related fields.
Skill & Competency Requirements
Senior Executive, Customer Experience (Service Culture & Frontliner Touchpoint)
Report To
Assistant Manager, Service Experience
Position Summary
This role contributes to the design, execution, and continuous improvement of service strategies, experience transformation programs, and culture-building initiatives that align employee behaviors with the organization's service vision and customer promise. This role also leads the establishment of employee engagement initiatives to help create consistent, customer-centric experiences that drive satisfaction, loyalty, and business performance. The role works closely with cross-functional stakeholders to understand customer and employee needs, identify experience improvement opportunities, and support the translation of customer insights into actionable service strategies and initiatives.
Key Accountabilities
Service Culture Development
- Support the design and execution of service culture programs that promote customer-centric behaviors and mindsets.
- Assist in embedding service excellence principles across employee journeys and operational processes.
- Develop service standards, service principles, and behavioral frameworks aligned with organizational objectives.
- Support internal communication and engagement initiatives that reinforce customer-centric culture.
- Monitor and assess adoption of service culture initiatives across the organization.
- Support the design and improvement of end-to-end customer journeys across key touchpoints.
- Conduct customer journey mapping, service blueprinting, and experience assessments to identify pain points and opportunities.
- Apply human-centered design methodologies to develop solutions that improve customer and employee experiences.
- Collaborate with business units to design and test customer-centric improvements.
- Contribute to experience design frameworks, standards, and governance practices.
- Support the delivery of CX transformation initiatives and service improvement projects.
- Track initiative progress, outcomes, and performance indicators.
- Contribute to the development of CX governance frameworks and best practices.
- Identify opportunities for innovation and continuous improvement in customer and employee experiences.
- Bachelor's Degree in Business, Marketing, Design, Psychology, Hospitality Management, Service Design, Organizational Development, or a related field.
- 3-5 years working experience.
Customer Experience, Service Design, Service Excellence, Hospitality, Organizational Culture, Employee Experience, or related fields.
Skill & Competency Requirements
- Bachelor's Degree in Business, Marketing, Design, Psychology, Hospitality Management, Service Design, Organizational Development, or a related field.
- 2–5 years of experience in Customer Experience, Service Design, Service Excellence, Hospitality, Organizational Culture, Employee Experience, or related fields.
- Experience in customer journey mapping, service blueprinting, and design thinking methodologies.
- Experience supporting culture transformation, service quality, or customer-centric initiatives is an advantage.
Peringatan Penting
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