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
Develop and manage the enterprise Voice of Customer framework. Capture customer feedback across all channels and touchpoints, including surveys, complaints, digital platforms, contact centers, branches, social media, and relationship teams. Establish governance routines for monitoring customer
Analyze customer feedback, VOC, complaints, surveys, behavioral, and operational data. Identify key customer pain points, service gaps, emerging trends, and improvement opportunities Generate actionable recommendations to enhance customer and business outcomes Consolidate customer feedback from branches,
CX Governance & Strategic Leadership Establish and lead the Banks Customer Experience governance framework, ensuring effective oversight, accountability, and enterprise-wide compliance. Define and drive the Banks CX strategy, priorities, governance standards, and long-term roadmap. Ensure alignment of customer experience
Description Grade Level: L2 Location: Islamabad Last date to apply: 16th September, 2026 What is Expert Project Management Product & Platforms? The function plays a critical role in driving digital innovation and managing the Project Management