Malaysian communications and media provider CelcomDigi has appointed Yin May Lau as its Chief Customer Experience Officer. Lau’s appointment and the establishment of its new Customer Experience Division (CXD) marks a significant step toward becoming a customer-centric organization focused on trust and excellence.
Lau and her team will oversee the overall customer experience strategy, ensuring seamless interactions across all touchpoints, governance, and customer support.
Previously, Lau was the Group Chief Marketing and Customer Experience Officer at Malaysia Airlines, where she played a key role in content innovation, including launching a high-profile in-flight safety video. She initially joined the airline in 2004, contributing to projects such as launching Firefly and Firefly Holiday. She later returned in 2018, steadily rising to a senior leadership role.
Her career spans multiple industries, including leadership roles at Vitacare, Destination Resorts and Hotels, and Taylor’s Education Group. She also has experience in agency and consultancy roles at Vocanic Malaysia, MindShare, and Accenture.
Reflecting on her departure from Malaysia Airlines, Lau emphasized the strong bonds she built with colleagues and expressed pride in her contributions to team development and business impact.
Lau is one of several recent leadership additions at CelcomDigi. The company also appointed Kok Leong Choong as head of CreativeX, a unit focused on AI-driven brand innovation, and Dennis Chia as Chief Financial Officer, following his tenure at StarHub Singapore.
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