Experian Malaysia's Global Delivery Centre: Powering the World's Largest Credit Bureau through Digital Technology

Listed on the London Stock Exchange and a constituent of the FTSE 100 Index, Experian is a multinational business services company headquartered in Dublin, Ireland. Its main product and services include credit and consumer services, audience targeting, decisioning and analytics and data quality, with 21,700 people operating across 30 countries. 

Experian Malaysia’s Global Delivery Centre (GDC) is an international hub of excellence where professionals from 26 nationalities come together to deliver outstanding products and services.

Located in Cyberjaya, the GDC has been recognised twice as a Great Place to Work, providing key operations such as finance, analytics, IT, product development and customer service - all crucial to Experian’s continued global success.

Chua Chai Ping, Country Site Leader & HR Director, Experian Malaysia, said: “We strive to ensure that each day brings unexpected rewards for our clients. Our teams in Cyberjaya are dedicated to making Malaysia a global delivery centre of operational excellence.”

“Experian empowers our clients to manage their data with confidence. We help people and communities take financial control of their lives and access financial services.”

Helping global economy

Global economic conditions can have a significant impact on businesses. Still, Experian Malaysia believes its business can positively influence the global economy. It is committed to helping people access fair credit, critical to unlocking life-changing opportunities such as having a home or starting a business, paying for education and healthcare, and more.

Chai Ping said: “As the world’s largest credit bureau, Experian has a vital role in providing lenders with the information they need to offer more loans at fairer rates. Extending access to credit helps to drive social and economic development by enabling businesses to grow and families to pay for the essentials they need to transform their lives.”

The MDEC connection
Experian Malaysia is proud to have grown significantly, especially over the past six years, bringing nearly 1,000 employees on board within that period. Its move into Malaysia has been made smoother due to the great help from the Malaysian government and the Malaysia Digital Economy Corporation (MDEC).

In addition, the tax exemptions offered under MSC Status allowed the company to grow further and produced more jobs for Malaysians. 

The MSC programme has now been refreshed and revamped to Malaysia Digital. This new national strategic initiative looks to attract high-value digital investments, grow local tech companies, and drive digital adoption.

MDEC’s end to end facilitation provides access to various stakeholders, talents, and universities, allowing the Experian team to better understand the government’s digital and technology strategy. 

All these support Experian’s decisions to ponder on extending operations beyond Cyberjaya while enabling the company to actively contribute to the global business services networking circle and further promote Malaysia as a Digital Global Business Services Hub of ASEAN.

Experian's office in Cyberjaya is well-designed with national and cultural landmarks that embody Malaysian spirits.

Experian GDC to the fore
Since its establishment in 2008, Experian Malaysia GDC has established itself as a brand dedicated to helping create a better tomorrow. The centre works to provide strategic access to the best possible talent around the world. It optimises workloads by sharing processes between different regions.

She said: “With all the effort we put into our work, we hope to ensure more people can have more opportunities than ever before.”

“Experian Malaysia GDC offers colleagues a dynamic work environment that fosters productivity, collaboration, agility, and state-of-the-art technology. We have a strong culture of continuous improvement and a dynamic work environment through our EmPower programme.”

EmPower is Experian’s approach to continuous improvement, centring on building efficiencies, reducing cost, and delivering increased value to customers. Those involved in EmPower are trained in industry-standard problem-solving methodologies.

Delivering local and global projects, Experian’s GDCs currently house over 20% of its workforce across five locations: Malaysia, Bulgaria, Chile, Costa Rica and Hyderabad.

Why Malaysia
Experian chose Malaysia as its base thanks to its active drive towards digital transformation and potential for future growth. In addition, Malaysia is geographically ideal, with access to many export markets and business-friendly policies that foster a competitive environment.

On top of this, the availability of capable and multilingual talents makes it an even more appealing option. Chai Ping said: “Many Malaysian talents speak up to three languages, with 134 languages including non-native languages being used daily as well as 200,000 graduates of different specialisations being churned out each year.”

She added: “From being undoubtedly known for its rich culture and heritage, Malaysia is also moving towards being at the forefront of the rapid evolution of digital technologies and developing a future-ready digital economy. This is on top of already having a great ecosystem of MNCs, including tech giants like Meta and Google. Most importantly, Malaysia will be a digitally connected society that can support Experian’s future roadmap.”

On the ESG front, GDC employees create a significant and positive impact by contributing volunteer hours to various CSR projects that have helped local communities. Diversity and Inclusion are part of Experian’s culture, evident by its ratio of almost 50/50 between the female and male workforce.