CX Transformation Specialist (CC, Retail & Digital)

Overview

Join our Customer Experience (CX) Transformation 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 is responsible for optimizing the customer journey across call center, retail and digital touchpoints.
• This includes mapping the end-to-end journey, identifying pain points, and implementing improvements to enhance the customer experience and drive CSAT recovery and Company KPIs.
• Implementing strategies to enhance the online experience and drive digital adoption. This role will act as a change agent, collaborating with call center and reta...