Senior Associate-Customer Experience
Drive Spotter
Customer Service
Malaysia
Posted on Dec 2, 2025
Department:
Customer Service
Location:
Malaysia
Department: Customer Service
Location: Malaysia
Job Description
● Lead the development of customer experience strategies aligned with the company's goals and objectives.
● Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
● Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
● Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
● Ensure initiatives are executed on time, within scope, with successful implementation.
● Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.
● Conduct in-depth analysis of customer feedback, trends, and market insights to identify opportunities for improvement.
● Define and track key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
● Collaborate with cross-functional stakeholders to ideate multi-faceted solutions that could consist of product development, operational process design, setting financial guidelines, and evolving platform policies.
● Ensure initiatives are executed on time, within scope, with successful implementation.
● Champion a customer-centric culture throughout the organization, fostering empathy and understanding of customer needs and preferences.
Job Requirements
Experience:
● 4-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
Skills:
● Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
● Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
● Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
● Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
● Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
● Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.
Communication and Collaboration:
● Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
● Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
● Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.
● 4-5 years of hands-on experience in customer experience strategy, business consulting, strategy development, and/or project management roles.
Skills:
● Demonstrated proficiency in business acumen, evidenced by a track record of strategic problem-solving and data-driven decision-making.
● Proficiency in business and data analytics tools such as Excel, with the ability to analyze complex datasets and derive actionable insights.
● Proven expertise in generating and evaluating Key Performance Indicators (KPIs), metrics, and customer feedback to drive business improvements.
● Strategic mindset with the ability to think creatively and develop innovative solutions to complex problems.
● Strong project management skills, including the ability to prioritize tasks, manage deadlines, and coordinate multiple projects simultaneously.
● Demonstrated enthusiasm and commitment to enhancing customer experience through innovative strategies and solutions.
Communication and Collaboration:
● Excellent stakeholder management skills, with the ability to engage and influence senior leaders and cross-functional teams.
● Effective communication skills, both written and verbal, with the capability to convey complex ideas and findings clearly and concisely.
● Proven ability to collaborate effectively with colleagues at all levels of the organization, fostering a culture of teamwork and shared success.
