Customer Experience Manager

About the role

The Customer Experience Manager will lead the strategic direction and end‑to‑end management of the Customer Experience (CX) function for Maybank Cambodia. This role oversees Voice of Customer (VOC), Internal Customer Effectiveness Survey (ICES) and the Maybank Hospitality Program, acting as the primary liaison with group and regional CX teams.

Key responsibilities

• Develop, implement and monitor VOC and ICES programs to capture insights and drive improvement actions.
• Oversee service quality monitoring to ensure alignment with Maybank’s experience framework.
• Plan and lead customer engagement initiatives that strengthen advocacy and experience culture.
• Strengthen CX capabilities through structured learning, coaching and capability‑building programs.
• Coordinate CX governance and standards with group and regional teams to ensure compliance.
• Collaborate with branches, operations and support functions to resolve CX issues and embed continuous improvement.
• Provide data‑driven insights and reporting to senior management for strategic decision‑making.

Required profile

• Bachelor’s degree in business management or a related field.
• Minimum 3 years of experience in customer experience, project management or related roles, preferably in banking or financial services.
• Strong analytical abilities and proficiency in data analysis to inform CX strategies.
• Excellent written and spoken English communication skills.
• Detail‑oriented with strong problem‑solving capabilities.
• Proven experience leading cross‑functional teams and driving change.

Required skills