Program Manager - User Journey

We deliver the best GIS solutions in the world, with the brightest minds on the map.

What are the issues that matter most to you? Climate change, national security, disaster response?

At Esri Malaysia you'll work with people at the forefront of these issues, connect them with the best tech and solutions and get an inside look into the real-world challenges that shape our future.

We turn problems into opportunities, and that takes two things:

•  The most powerful GIS technology and solutions.
• Driven, talented, and passionately curious people.

Here we connect them, and that’s how we achieve incredible things for communities, economies, and for your career.

About the Role

The Program Manager, User Journeys drives customer adoption and engagement programs to enhance user experience, increase GIS usage, and support customer retention and growth. This role manages customer journeys, user communities, and digital adoption initiatives while identifying opportunities to expand workflows, strengthen client relationships, and grow brand advocacy.

The key responsibilities include:

• Design, develop, and deliver adoption and renewal enablement programs for existing customers to drive sustained GIS usage, value realization, retention, and competitive differentiation.
• Create and manage user adoption programs that accelerate time to value, expand workflow usage, and increase adoption of Esri technologies across the customer base.
• Draft and deliver targeted engagement programs for key industry communities, aligned to sector needs, use cases, and strategic outcomes in partnership with Renewals and CSM teams.
• Embed Voice of the Customer and client insights into journey design to improve user experience, client health, and long‑term relationships.
• Enable Gross Renewal Rate (GRR) outcomes by ensuring customers effectively adopt and realize value from their GIS technology.

About You - Applicants must be local Malaysian to be considered for this role.

Customer-focused and commercially driven, you have experience in client engagement, customer success, or program management. You are confident managing stakeholders, passionate about driving customer value and adoption, and thrive in a collaborative, fast-paced environment. We would love to hear from you!

You will be successful if you have:

• A bachelor’s degree in associated business or enterprise technology discipline.
• Minimum 5 years’ experience in client-facing roles and/or program management.
• Formal client experience qualifications are desirable – not mandatory.
• An exceptional working knowledge of the Esri ArcGIS Technology suite.
• Demonstrated alignment with Esri Malaysia's core values.
• Exceptional communicator/influencer – who can engage all levels/teams within an organization.
• Ability to work collaboratively as part of a team, and as part of a senior leadership team.
• Excellent commercial awareness.
• Capacity to promote transformational change.
• Independent self-starter.
• Excellent analysis and problem-solving skills.
• The ability to prioritize workload, manage time and schedule tasks whilst remaining resilient to changing priorities.

Discover how our values shape our impact, your journey begins with one click here

No recruitment agencies please.

We are managing this recruitment process internally and will not accept unsolicited CVs or candidate introductions from agencies.