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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.

Customer Journey & Service Innovation Specialist (Segment Postpaid & Prepaid)

Date:  22 May 2025
Requisition ID:  13834
Employment Type:  Contract
Work Location:  CelcomDigi Tower, Petaling Jay
Job Description: 

Job Description

This role focuses on optimizing the customer journey or designing new journeys for prepaid and postpaid product related offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.

Responsibilities

  • Map and analyze the customer journey for consumer products, identifying key touchpoints and Moments of Truth (MOTs).
  • Conduct customer research to understand needs and preferences related to product features, pricing, and lifecycle management.
  • Collaborate with product teams to design and implement improvements to the product experience.
  • Champion a customer-centric approach to product development and lifecycle management.
  • Digitizing & modernizing products through alternative servicing channels.
  • Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.

Requirements

  • 5+ years of experience in customer experience, customer journey mapping, product lifecycle management or other related field.
  • Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
  • Strong understanding of telecommunications products and services.
  • Excellent communication, interpersonal, and collaboration skills.
Division:  CUSTOMER EXPERIENCE

Job Description

This role focuses on optimizing the customer journey or designing new journeys for prepaid and postpaid product related offerings. This includes understanding customer needs and preferences related to product features, pricing, and lifecycle management, and collaborating with product and marketing teams to enhance the overall product experience.

Responsibilities

  • Map and analyze the customer journey for consumer products, identifying key touchpoints and Moments of Truth (MOTs).
  • Conduct customer research to understand needs and preferences related to product features, pricing, and lifecycle management.
  • Collaborate with product teams to design and implement improvements to the product experience.
  • Champion a customer-centric approach to product development and lifecycle management.
  • Digitizing & modernizing products through alternative servicing channels.
  • Monitor and analyze key CX metrics related to product adoption, usage, and satisfaction.

Requirements

  • 5+ years of experience in customer experience, customer journey mapping, product lifecycle management or other related field.
  • Bachelor's degree in a relevant field (e.g., Marketing, Product Management)
  • Strong understanding of telecommunications products and services.
  • Excellent communication, interpersonal, and collaboration skills.

Next Steps

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. 


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