Head of Customer Experience Management - (Banking/Fintech Industry)

𝐇𝐢𝐫𝐢𝐧𝐠: 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 – 𝐒𝐕𝐏

Industry: Banking

Location: Karachi, Pakistan

Department: Business

Grade: SVP

Salary:PKR 900,000 – 1,100,000/month

Reports To: Head of Business

We are looking for a senior Customer Experience leader to spearhead digital-first banking experience initiatives and drive enterprise-wide CX transformation.

𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

• Define and implement the enterprise-wide Customer Experience strategy aligned with digital transformation goals. • Lead CX teams across research, analytics, and service design. • Drive omnichannel customer journey optimization through journey mapping and service blueprinting. • Implement Voice of Customer (VoC) programs including NPS, CSAT, and CES. • Partner with Digital Banking teams to enhance mobile and online banking experiences. • Leverage data analytics to identify customer friction points and optimization opportunities. • Drive AI/ML-enabled personalized customer experiences and digital self-service adoption. • Establish service quality frameworks aligned with SBP regulations and international standards. • Oversee complaint management and customer interaction processes. • Develop comprehensive QA frameworks and measurable CX KPIs. • Lead root cause analysis, process improvement, and customer-centric culture transformation. • Manage CX budgets and ensure measurable business impact and ROI.

𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬:

• Bachelor's degree required; Master's preferred. • 𝟏𝟐+ 𝐲𝐞𝐚𝐫𝐬 𝐨𝐟 𝐩𝐫𝐨𝐠𝐫𝐞𝐬𝐬𝐢𝐯𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭. • 𝟓+ 𝐲𝐞𝐚𝐫𝐬 𝐨𝐟 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐢𝐧 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐁𝐚𝐧𝐤𝐢𝐧𝐠 / 𝐅𝐢𝐧𝐭𝐞𝐜𝐡. • Proven experience in enterprise-wide CX transformation. • Strong experience in banking regulatory compliance and consumer protection. • Advanced knowledge of CX, VoC, journey mapping, and analytics tools. • Strong understanding of digital banking platforms and technologies. • Proficiency in CRM systems such as Salesforce or Microsoft Dynamics. • Strong strategic thinking, executive presence, stakeholder management, and leadership skills. • Excellent project/program management, problem-solving, and executive communication abilities. • CCXP/CXPA or relevant CX certifications will be highly preferred.

📩 How to Apply:

Send your updated CV to iqra.nasir@fulcrum-pk.com

Subject: Application – Head of Customer Experience Management

📌 Only shortlisted candidates will be contacted.

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