Service Designer (CX)


Lead squads to identify new data insights that can be used to enrich the customer journey for better customer experience.
Implement dynamic framework of system driven triggers and draft a roadmap of customer life stage events to support holistic engagement of customers.
Lead squads in identifying existing process inefficiencies as well as methods to save costs and improve user experience.
Develop, implement and analyze feedback channels to identify pain points, defining short term action points and permanent fixes to remove pain points.
Implement tools and skillsets to plan, design and facilitate improvement workshop for projects / initiatives / process mapping, storyboarding, user persona, cost-impact analysis.
Collaborate with UI/UX Designer on redesigning, innovating and implementing new frontend system designs to elevate the overall experiences of external customers as well as internal stakeholders, thru continuous research advancements in frontend design.
Qualification:
Bachelor's or Master's degree in a technical or business management discipline
Experience:
Strong understanding of Agile methodology and practices
Experience working in Agile teams or in a collaborative team environment which includes discussions around creative reviews, giving and receiving constructive feedback to and from team members and clients.
Experience in process improvement and LEAN thinking methodologies
Minimum of 5 years relevant experience in managing customer journey’s projects.
Experience in financial institution (preferred).
Experience in working with clients and designing customer journeys.
Experience in product management or customer segment management.
Additional Information

Manager

Qualification

Bachelor's Degree, Post Graduate Diploma, Professional Degree

Credit Guarantee Corporation Malaysia Berhad (CGC) is a limited company incorporated under the Companies Act 1965 on July 5, 1972. Its main objective is to play a developmental role in supporting the Malaysia’s economic development agenda by assisting marginal but potentially viable small and medium scale enterprises (SMEs), particularly enterprises without collateral or with inadequate collateral and track record to obtain financing from the financial institutions. CGC facilitates SMEs access to financing through its guarantee schemes.

In its formative years, CGC assisted small enterprises particularly in agricultural, commercial and industrial sectors. As the Malaysian economy expanded and diversified over the years, the demand for CGC guarantee services grew in tandem. This led CGC to expand its range of products and services to cater for larger credit facilities required by the medium-sized SMEs.

Today, CGC supports SMEs through provision of loan guarantee and financing facilities, advisory services for financial and business development, credit information and credit rating services in collaboration with SME Corp and Credit Bureau Malaysia Sdn.Bhd. Through the Bureau, CGC helps SMEs improve their creditworthiness and bankability, enabling them to secure favourable financing and credit terms from the banks and other credit grantors on their own merit.

February 2018, CGC introduced imSME, Malaysia’s 1st SME Financing/Loan referral platform. imSME serves as an alternative channel for SMEs to find financing products. At different stages of their business developments, SMEs will be guided to legitimate and authorised channels to source for their business financing needs.

In recent years, CGC has forged strategic alliances with many banking partners to offer innovative financing options and delivery channels that are cost-effective and efficient to enhance SMEs access to financing.

To date, CGC has availed 453,854 financing to SMEs valued over RM67.1 billion since its establishment.

Current shareholders of CGC are Bank Negara Malaysia (Central Bank of Malaysia) and commercial banks licensed in Malaysia operating through a network of more than 2,600 branches nationwide.

Additional Company Information

Registration No.

12441-M

Company Size

501 - 1000 Employees

Average Processing Time

22 days

Benefits & Others

Regular hours, Mondays - Fridays, Formal (e.g. Shirts + Ties), Medical

CGC Headquarters, Petaling Jaya, Selangor Darul Ehsan.
Posted
06/11/2022
Location
, Selangor, Malaysia, 10, MY