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Jobs in Malaysia   »   Jobs in Central   »   SVP/VP, Customer Journey Analytics Manager, Improvement Program, Technology and Operations

SVP/VP, Customer Journey Analytics Manager, Improvement Program, Technology and Operations

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Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.


  • We are looking for people who know how to ask the right questions, formulate relevant metrics, recognize trends and opportunities and build a story that convinces product owners and journey managers to take actions. You should be able to understand customers and evaluate digital experience.
  • Run journey instrumentation workshops and advise product and customer journey teams on metrics, dashboards and reports to identify opportunities to improve Customer Experience and track the impact of key initiatives
  • Conduct deep-dive analysis and investigations to better understand end-to-end Customer Experience including touch points, cross-channel behaviours, drivers, preferences and segmentation
  • Evangelise “design for data”: ensure the effective use of data in all our product design
  • Contribute to the development of new Customer Experience KPIs, metrics, tracking methodologies and data visualizations that provide an end-to-end customer experience overview
  • Must have a high level of intellectual curiosity.
  • Must be highly proficient in Microsoft Office Suite, specifically PowerPoint and Excel
  • Excellent written, verbal and interpersonal communication, organization and analytical skills
  • Must be able to multi-task efficiently and effectively
  • Critical thinking skills and the ability to quickly assimilate new information
  • Seasoned workshop facilitator 
  • Experience in analytical problem solving and working with large datasets
  • Experience in Customer Experience analysis, including web analytics, customer segmentation analysis, contact centre analysis, marketing analytics, etc. preferred
  • You have working knowledge of design thinking
  • You live and breathe digital. You have 2 or more years of experience in web analytics, web optimization or research work entailing applying quantitative research methods, preferably web-related.
  • Financial Service marketing experience preferred
  • Around 10 years of relevant working experience
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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

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