Senior Manager, Customer Experience Transformation, Product & Design

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Senior Manager, Customer Experience Transformation, Product & Design

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General Manager, Group Customer Experience

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The Senior Manager, Customer Experience Transformation, Product & Design leads the strategic development and execution of customer experiences projects and initiatives across priority touchpoints for Malaysia Aviation Group (MAG). Responsibilities include collaborating with respective touchpoint leads (across the ground experience, in-flight and F&B), the CX Quality and Audit team (to integrate critical customer insights) in support of the Group’s subsidiaries of Airline, Aviation Services and Loyalty. Strong leadership is required to build a skilled team and ensure the highest standards of excellence in the customer journey.

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• Develops strategies for a seamless customer journey and experience across priority touchpoints (Face-to-Face and Digital Channels), create supporting business cases, and implementation plans that is aligned with business objectives and brand standards.
  
• Oversees the overall / end-to-end product lifecycle, from identifying opportunities to testing and commercialization, with detailed recommendations and implementation plans.
  
• Stays updated on industry trends, consumer insights, competitor benchmarks, and best practices to maintain competitiveness and drive business growth.
  
• Creative, detail-oriented, and strategic thinker with problem-solving, multitasking, and leadership abilities to build high-performing teams and meet deadlines.
  

• Aligns products with brand and business goals by using customer insights, market trends, and technology advancements through cross-department collaboration.
  
• Collaborates with internal business units to ensure seamless experience project and initiatives implementation across touchpoints (Face-to-Face and Digital Channels), gaining buy-in and ensuring operational readiness through pilots, POCs, testing, implementation, and evaluations
  
• Exceptional communication and collaboration skills to ensure smooth implementation.
  

• Monitors implementation timelines, tracks KPIs and performance, and adjusts strategies as needed for optimal outcomes.
  
• Collaborate with cross functional stakeholders for a strong working culture aligned with corporate principles while enhancing productivity, efficiency, and teamwork.
  
• Identifies and provides training opportunities to upskill team members, ensuring they are equipped with both technical and soft skills required for success.
  

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• Degree in Business Administration / Marketing / Economics / Management etc. with more 10 years experienced in strategic transformation program design and delivery, customer experience management, product development, culture change and employee engagement, and marketing with extensive cross-functional business interaction with in-depth understanding of financials.
  

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• Curious and creative
  
• Resourceful
  
• Strong integrity
  
• Agile and adaptable
  
• Approachable and respectful
  
• Team player
  
• Self-motivated and self-driven