Faiz Baharudin marks more than a year of dedication and growing impact at Malaysia Aviation Group as he takes on the role of Manager, Airline Customer Management COE. He brings over a decade of experience and deep expertise across customer experience strategy, contact centre operations, B2B and B2C service transformation, technology-enabled process improvement, and airline customer management, built through a career spanning aviation, consulting, energy utilities, and customer experience leadership.
In his current role, Faiz leads a portfolio that sits at the heart of Airline Customer Management across technology, process, and people. The Centre of Excellence under his leadership focuses on building integrated, scalable, and agile customer management capabilities while strengthening governance, quality assurance, customer-centricity, knowledge management, and continuous improvement. His appointment highlights the trust placed in his ability to bridge customer experience strategy with operational delivery, digital transformation, and organisational capability building within one of Malaysia’s most important aviation groups.
Before stepping into this role, Faiz built a strong cross-functional background through positions that combined customer experience, consulting, and transformation work. In his previous roles, he served in consulting and program leadership roles, managing client-based initiatives and helping drive large-scale service and technology implementation projects.
Earlier, he held customer experience and claims management leadership roles at Teleport and Scoot, where he strengthened his expertise in customer experience frameworks, claims management, service recovery, process optimisation, and stakeholder management across regional aviation operations. His earlier journey with Malaysia Airlines also provided a strong operational and analytical foundation across customer insights, service quality, project management, and customer experience assurance.
Taken together, Faiz’s career reflects a leadership profile built around customer centricity, operational discipline, and transformation thinking. His continued journey at Malaysia Aviation Group as Manager, Airline Customer Management COE is a strong testament to his ability to shape better customer experiences while strengthening the systems, processes, and teams that support them.