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We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Head of Segment Fibre & Network

Date: 9 May 2025

Requisition ID: 13700

Employment Type: Permanent

Work Location: CD Tower, Petaling Jaya

Job Description:

Join our Service Design and Customer Journey Innovation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

Role Overview:

This role focuses on optimizing the customer journey for home fiber and network services. This includes understanding customer needs related to installation, appointments, service quality, and technical support, and implementing improvements to enhance the overall experience. This role will act as a change agent within the network and technical teams.

Responsibilities

Map and analyze the customer journey for home fiber and network services, identifying key touchpoints and Moments of Truth (MOTs).
Conduct customer research to understand needs and pain points related to network performance, technical support, and service reliability.
Collaborate with network and technical teams to design and implement improvements to the customer journey.
Drive the adoption of new technologies and processes to enhance network performance and customer satisfaction.
Act as a change agent, fostering a customer-centric culture within network and technical teams.
Monitor and analyze key CX metrics related to network performance and technical support.

Qualifications

Bachelor's degree in a relevant field (e.g., Telecommunications, Engineering).
8+ years of experience in network operations, technical support, or a related field.
Strong understanding of home fiber and network technologies.
Experience with customer journey mapping and service design.
Excellent communication, interpersonal, and collaboration skills.
Proven ability to drive change and influence stakeholders

If you're passionate about creating exceptional customer experiences and thrive in a collaborative and innovative environment, we encourage you to apply. Join our team and help us redefine the future of Service Innovation at CelcomDigi!

Division: CUSTOMER EXPERIENCE

Role Overview:

This role focuses on optimizing the customer journey for home fiber and network services. This includes understanding customer needs related to installation, appointments, service quality, and technical support, and implementing improvements to enhance the overall experience. This role will act as a change agent within the network and technical teams.

Responsibilities

Map and analyze the customer journey for home fiber and network services, identifying key touchpoints and Moments of Truth (MOTs).
Conduct customer research to understand needs and pain points related to network performance, technical support, and service reliability.
Collaborate with network and technical teams to design and implement improvements to the customer journey.
Drive the adoption of new technologies and processes to enhance network performance and customer satisfaction.
Act as a change agent, fostering a customer-centric culture within network and technical teams.
Monitor and analyze key CX metrics related to network performance and technical support.

Qualifications

Bachelor's degree in a relevant field (e.g., Telecommunications, Engineering).
8+ years of experience in network operations, technical support, or a related field.
Strong understanding of home fiber and network technologies.
Experience with customer journey mapping and service design.
Excellent communication, interpersonal, and collaboration skills.
Proven ability to drive change and influence stakeholders

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Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

Job Segment: Technical Support, Network, Telecom, Telecommunications, Technology, Research

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