Head of Customer Experience

WE ARE HIRING — Head of Customer Experience (Yes, you. Maybe.)

If you can handle drama better than Netflix… keep reading.

DCR is looking for someone who can run Customer Experience like a boss — not just on LinkedIn, but in real life.

Your daily reality:

• Pick up calls from CEOs, CFOs, and people who don’t like waiting
• Fix problems before they become “urgent urgent pls revert ASAP”
• Stay calm when everything is on fire (figuratively… we hope)
• Lead a team and still keep your sanity intact

What makes you dangerous (in a good way):

• You speak proper English
• You handle Bahasa Malaysia like a local
• Bonus if you can throw in some Gen Z energy without sounding like you’re trying too hard
• You don’t just say you love challenges — you actually survive them

Extra points if:

• You have banking / financial services exposure
• You know when to be serious… and when to say “okay can settle”

About us (the real talk): DCR is 20 years in the market — we’ve got experience, reputation, and a bit of old-school charm.

But now? We want speed, energy, and people who can push us forward.

(Not in a scary way. Relax.)

You might be exactly who we need.

1. Experience & Background

• Minimum 3-5 years in Customer Service / Customer Experience roles
• At least 1-2 years in a leadership or managerial position
• Experience in banking, fintech, or financial services is highly preferred

1. Communication Skills

• Excellent command of English (spoken & written)
• Strong ability to communicate with senior stakeholders professionally and confidently

1. Leadership & Personality

• Proven ability to lead teams in high-pressure environments
• Strong problem-solving and decision-making skills
• Calm under pressure, with the ability to manage “urgent” situations effectively

1. Customer-Centric Mindset

• Deep understanding of customer journey and service excellence
• Proactive approach — solves problems before they escalate
• Strong empathy balanced with business priorities

1. Operational & Analytical Skills

• Experience managing KPIs, SLAs, and service metrics
• Data-driven mindset with ability to analyze trends and improve processes
• Familiarity with CRM systems and customer service tools

1. Culture Fit (Important for Your Brand Tone)

• Energetic, adaptable, and resilient
• Able to balance professionalism with a modern, relatable communication style
• Comfortable working in a fast-paced, evolving environment
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• Annual Bonus