Head of CX Transformation & Enablement

Grade: L4

Location: Islamabad

Last Date to Apply: 12 March 2026

What is Head of CX Transformation & Enablement?

We are seeking a senior transformation leader to modernise and future-proof our Customer Experience function. This role will redesign the CX operating model, embed AI and automation, deploy advanced analytics, and enable scalable, high-quality service delivery across all channels.

The role acts as the transformation engine for CX — driving measurable improvements in efficiency, customer satisfaction, and cost-to-serve. This position reports directly to the Head of Customer Experience and Operations.

What does the Head of CX Transformation & Enablement do?

CX Operating Model Redesign

• Lead end-to-end redesign of customer service processes and workflows
• Standardise and simplify cross-channel journeys
• Establish governance frameworks across Care, Product, Risk, and Technology
• Drive structured change across teams and partners

AI & Automation Enablement

• Develop and execute AI-led deflection strategy (chatbots, self-serve, intelligent routing)
• Implement automation to reduce manual handling and improve turnaround times
• Deploy AI-powered quality assurance across customer interactions
• Improve containment, first contact resolution, and response speed

Data & Analytics Integration

• Build a data-driven CX performance framework
• Design dashboards covering key KPI’s.
• Establish Voice of Customer mechanisms to identify and eliminate contact drivers
• Translate insights into operational and product improvements

Tooling & Platform Modernisation

• Lead selection and implementation of CX platforms and supporting technologies
• Integrate CRM, knowledge management, AI tools, and reporting systems
• Drive adoption and performance accountability

Capability Building

• Define and execute a 12–24 month CX transformation roadmap
• Establish playbooks, standards, and operating principles
• Upskill teams on automation, analytics, and process excellence
• Act as a strategic advisor to senior leadership on CX performance

What Success Looks Like

• Increased AI-led deflection across priority contact drivers
• Measurable reduction in cost per contact
• Improvement in first contact resolution
• Full deployment of AI-based quality monitoring
• High adoption and utilisation of new CX tools
• Clear visibility of performance metrics across leadership

JazzCash is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements:
What are we looking for and what does it require to be Head of CX Transformation & Enablement?

Qualifications & Experience

• 10+ years of experience in CX transformation, digital operations, or large-scale service environments
• Bachelor’s degree required; Master’s degree preferred (Business, Engineering, Data, or related fields)
• Proven track record delivering AI and automation initiatives within customer operations
• Experience in fintech, digital banking, telecom, or high-volume digital platforms preferred
• Strong understanding of CX metrics, analytics frameworks, and operating model design
• Experience managing complex cross-functional stakeholder environments

Leadership Profile

• Structured, data-led decision maker
• Strong executor with systems-thinking mindset
• Influential across functions without relying on hierarchy
• Comfortable operating in fast-scaling, high-growth environments

Benefits:
Why Join JazzCash?

As one of the largest digital financial services providers in Pakistan, our objective is to continue to change the lives of our 52 million customers for the better.

Recognized as one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better life every day, inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.

This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.