Lolitta Suffian | Vice President Customer Experience
Telekom Malaysia

Lolitta Suffian is the Vice President of Customer Experience at Telekom Malaysia (TM), where she leads the development and execution of TM’s customer experience (CX) strategies across both digital and traditional channels. Since joining TM in 2021, she has overseen the end-to-end customer journey—from product design to after-sales service—driving customer satisfaction through data-driven insights and continuous service improvement.

With over two decades of experience in CX, contact center operations, and service strategy, Lolitta has held leadership roles across major organizations in the telecom, fintech, and technology sectors. Prior to TM, she led customer experience at BigPay, transforming service delivery across ASEAN, and served as Head of CX for Grab Singapore, managing operations for services including Grab Transport, Food, and Pay.
She also held senior roles at Sutherland, CIMB, VADS Berhad, and TeleTech, managing large-scale contact center teams and delivering award-winning customer service improvements. Her track record includes successful implementation of Net Promoter Score (NPS) frameworks, performance management systems, and cross-functional CX programs.

Lolitta is a COPC-certified professional and was recognized as a WeQual APAC Award winner in 2024. She is fluent in English and Bahasa Melayu and holds a foundation degree in Art History from Whitney College of Art.