AEON Credit Service (M) Berhad Hiring! Full Time Senior Manager, Digital Channel Experience in Federal Territory - Ricebowl

Main Purpose of Job

1. Lead the overall strategy, roadmap and management of AEON Credit’s digital customer channels, including AEON Wallet, customer portal, customer-facing websites and other digital touchpoints.
2. Drive a seamless, consistent and customer-centric digital experience across digital channels, aligned with the company’s business strategy and digital transformation objectives.
3. Own the digital customer-channel portfolio and identify opportunities to improve digital adoption, customer engagement, customer experience and business outcomes.
4. Lead the planning and implementation of digital channel strategies, platform enhancements, transformation initiatives and customer experience improvements in collaboration with Business Units, IT and relevant stakeholders.
5. Establish and oversee digital channel governance, performance management, prioritisation, investment planning, risk management and operational effectiveness.
6. Drive continuous improvement of digital channels through channel performance, customer feedback, business requirements and industry practices.
7. Provide strategic leadership and direction to the Digital Customer Channel team, ensuring effective resource planning, capability development and delivery excellence.

Principal Responsibilities & Duties

1. Lead the strategy, roadmap and priorities for AEON Wallet, customer portal, websites and other digital customer channels.
2. Oversee digital customer journeys, platform enhancements, UI/UX and digital transformation initiatives to continuously improve customer experience, platform capabilities and digital processes.
3. Manage the digital channel portfolio, KPIs, prioritisation and overall performance.
4. Lead collaboration with Business Units, IT, Operations, Group stakeholders and external vendors to deliver digital initiatives.
5. Lead digital channel budget, investment planning, resource allocation and vendor cost management.
6. Provide management with regular updates, performance insights and recommendations on digital channel priorities, initiatives, risks and business outcomes.