PBTB | Manager, Digital Customer Experience

We are looking for a Digital Customer Experience Manager to join our team in Kuala Lumpur. The role involves reviewing and shaping the customer experience of digital platforms, ensuring UI/UX are customer-centric and usable. Key responsibilities include digital experience review and journey governance, collaboration with digital platform and delivery teams, and experience documentation and enablement.

Requirements

• 5–10 years’ in UX, digital experience or service design roles
• Strong experience designing end-to-end digital journeys, not just screens
• Experience working with product, platform or IT teams
• Journey mapping, wireframing, interaction design
• Strong customer-centric thinking
• Able to balance design quality with delivery realities
• Comfortable influencing without formal authority
• Exposure to regulated industries (insurance, financial services, telco)
• Familiar with CX tools, usability testing or analytics