Lead CX Process Optimization

HBL · Karachi, Karachi District; Sindh, Pakistan

• Lead process re-engineering initiatives to simplify and improve customer journeys. Develop CX process improvement methodology and standards.


• Ensure customer-centric design principles are embedded in process improvements


• Drive strategic CX initiatives aligned with organizational goals and CX strategy.


• Ensure customer journeys promote fair treatment, transparency, accessibility, and positive customer outcomes.


• Design and implement solutions that reduce customer effort and improve experience.


• Monitor improvements in customer and operational outcomes


• Identify customer pain points, friction areas, delays, rework, and service failures.

Qualifications

• Bachelor’s degree in business, Marketing, IT,Design, or related field (Master’s preferred).


• Minimum 12 years of experience in customer experience, process design, or transformation.

Other Skills & Competence:

• Demonstrated ability to apply design thinking and service design in business settings.


• Strong analytical, interpersonal, and leadership capabilities.


• Track record of leading successful transformation programs in complex environments.

Job Info

• Degree Level Bachelor Honours (16 years)


• Locations Dolmen City, 12th Floor, Sky Tower-A (West Wing) HC-3,, Karachi, Sindh, PK