CX QA & Governance Specialist (Customer Management & Engagement)

Date:  4 May 2026

Custom Field 2:  14568

Employment Type:  Contract

City:  CelcomDigi Tower, Petaling Jay

Description: 

Job Description

Role Summary

Responsibilities

• You are to build a wide-ranging and relevant event calendar under this program to include, but not limited to, Focus Group Discussions (FGDs), Mystery Shopper programs, and Customer Week events, in order to achieve the objectives as mandated.
• You will need to work very closely with other departments within Customer Experience Division and wider within CelcomDigi, to identify and prioritise topics and matters that would be best included and executed under this Customer Management and Engagement program.
• You will be fully responsible to plan, coordinate, manage and run the events under the program, from conceptualization and program run-down, to venue and management on-site, to selection of invitees and compilation of the results/ outcomes from the events.
• You will also be the owner of this list of selected customers, establishing the selection criteria, curating this list and maintaining a robust and effective engagement frequency with the list.
• Work closely with other units with CX QA & Governance Dept to be involved in Customer Insights (CSAT, NPS, VOC) as well as the Journey Audit team who conducts Service OA audits, to present a holistic view of customers feedback as inputs for decision-making and continuous improvements.
• You will also be working with other departments to ensure the seamless and effective execution of the CME program, to include Communications, Brand and Marketing, Facilities, etc
• Ensure all QA & Governance initiatives are aligned to the quality and brand persona of CelcomDigi, e.g. invitations sent, FGDs conducted, etc.

Requirements

• Bachelor's Degree in Customer Experience Management, Business Administration, Marketing or any relevant discipline.
• You have the experience of interacting and managing customers of all levels, in any large consumer business.
• You have achieved notable successes in the space of CX, depicting prioritization of customers feedback and satisfaction as an important source of input for continuous improvement.
• You have demonstrated strong program/ event management skills, with focus on achievement of goals and objectives.
• You have demonstrated excellent stakeholder management with exceptional interpersonal and communication skills to influence and relate to customers of all levels.

Business Unit:  CUSTOMER EXPERIENCE

Job Description

Role Summary

Responsibilities

Requirements

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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. 

Job Segment: Quality Assurance, Marketing Manager, Manager, QA, Technology, Marketing, Management, Quality

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