Assistant Director Product Experience

easypaisa digital bank · Islamabad, Pakistan

easypaisa is Pakistan’s first digital bank and has played a significant role in advancing the country’s digital financial landscape. Backed by our shareholders, Telenor Group, a leading telecom operator in Asia and the Nordics, and Ant Group, the company behind Alipay, easypaisa delivers secure and convenient financial solutions to millions of Pakistanis.

Position Summary

easypaisa is seeking a strategic and customer-focused Assistant Director – Product Experience to lead initiatives that enhance the digital journeys of millions of users. This leadership role is central to driving digital adoption, reducing dependency on the helpline, and delivering seamless, intuitive experiences across the easypaisa app.

The role will lead a team of Product Managers and work cross-functionally to identify customer pain points, reduce call-centre volumes, and develop in-app solutions that effectively resolve customer issues. This is an opportunity to shape the future of digital financial services in Pakistan by making customer experiences simpler, more efficient, and increasingly self-service.

Duties & Responsibilities

• Lead the transition from helpline-based support to digital-first and self-service solutions, enabling customers to resolve complaints and address concerns directly through the easypaisa app.
• Design and drive innovative, automated, end-to-end complaint resolution journeys that minimize manual intervention and dependency on call centres and backend teams.
• Lead, manage, and mentor a team of Product Managers, ensuring clear ownership, accountability, and high-quality product delivery.
• Own and drive the product roadmap for digital customer experience, prioritizing initiatives that improve customer satisfaction, operational efficiency, and digital adoption.
• Collaborate with Design, Engineering, Customer Experience (CX), Operations, Risk, and Compliance teams to deliver scalable, customer-centric solutions through agile execution.
• Analyse complaint data, call logs, customer feedback, and behavioural insights to identify pain points, understand root causes, and proactively drive product improvements.
• Define, track, and report on key performance indicators (KPIs), including call deflection, automated resolution rates, digital adoption, Net Promoter Score (NPS), complaint resolution time, and customer satisfaction.
• Monitor product performance and customer outcomes, using data-driven insights to identify improvement opportunities and optimize existing journeys.
• Present performance dashboards, key insights, and strategic recommendations to senior management and C-level stakeholders.
• Drive initiatives that improve customer retention, engagement, and operational efficiency while contributing to business growth through superior digital experiences.
• Ensure that product solutions align with applicable regulatory requirements, internal policies, risk controls, and customer protection standards.

Education

• Bachelor’s or Master’s degree, preferably in Business Administration, Technology, Computer Science, or a related field.

Experience

• 7–8 years of relevant professional experience, preferably in product management, digital banking, fintech, or digital financial services.
• Proven experience in managing digital products, developing product roadmaps, and delivering customer-centric solutions.
• Experience leading and developing teams, preferably with direct responsibility for managing Product Managers.
• Experience using product analytics, customer feedback, and operational data to drive product improvements and measure business outcomes.
• Strong understanding of product lifecycle management, roadmap development, prioritization, and agile product delivery.
• Ability to translate customer insights and business requirements into clear product strategies, features, and actionable roadmaps.
• Experience designing digital self-service journeys, complaint resolution workflows, and automated customer support solutions.
• Strong analytical skills, with the ability to interpret data, identify trends, and make evidence-based product decisions.
• Ability to define meaningful product KPIs and use performance insights to continuously improve customer experience and operational efficiency.
• Understanding of digital banking or fintech environments, including customer journeys, operational processes, risk management, and regulatory requirements.
• Strong customer empathy and a customer-first mindset, with a focus on simplifying journeys and reducing customer effort.
• Proven leadership skills, with the ability to inspire, motivate, and develop high-performing teams.
• Excellent communication, collaboration, and stakeholder management skills, including the ability to engage effectively with technical and non-technical stakeholders.
• Strong project management and execution capabilities, with the ability to manage competing priorities and deliver results in a dynamic environment.
• A data-driven approach to problem-solving and decision-making, balancing customer needs with business priorities.
• Ability to challenge the status quo, encourage innovation, and translate new ideas into practical improvements.
• Demonstrated resilience and agility in responding to challenges and changing priorities.
• Ability to foster a collaborative and inclusive environment that encourages open dialogue, diverse perspectives, constructive feedback, and effective conflict resolution.
• Strong sense of ownership and accountability, with a focus on measurable outcomes and continuous improvement.