Lead CX Process Optimization
- HBL
- Pakistan
- PKR 6,000,000 – PKR 9,000,000
- 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.
Minimum Educational qualification:
- Bachelor’s degree in business, Marketing, IT,Design, or related field (Master’s preferred).
Minimum experience:
- 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.
Skills
- Process Reengineering
- Customer Journey Mapping
- Service Design
- Design Thinking
- CX Strategy
- Transformation Program Management
- Data Analysis
