Manager, CX Design at AirAsia – Wisma Capital A, Malaysia

Job Description

About the Role
The CX Design Manager leads the design and execution of high-impact solutions that enhance our customer experience across all touchpoints.

Sitting within the Customer Experience Department, the CX Design team transforms friction into fluidity — optimizing process flows, building automations, and creating dashboards using tools like ChatGPT, Gemini, DeepSeek, and custom scripting.

This role is both strategic and hands‑on: You’ll identify improvement opportunities, design solutions, manage implementation, and lead the team with technical depth and purpose. The success of this role is measured through reduction in support ticket volume, faster resolution time, and improved CSAT (Customer Satisfaction Score).

Key Responsibilities

• Identify process inefficiencies and CX pain points — 80% within Customer Experience, 20% across other busines...