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Stream Head Customer Life Cycle (JazzCash)

1.00 to 10.00 Years   Islamabad, Pakistan   26 Aug, 2022
PMCL-JAZZ
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Grade Level: L3Location: Islamabad Function: Digital Financial Services (JazzCash) Last date to apply: 31st Aug, 2022What is Stream Head Customer Life Cycle (JazzCash)?This role is responsible for evaluating all life cycle journeys on all the platforms and will be working closely with the Product Owners and creating a customer-centric approach in all service offerings. This role will incorporate best international practices into the customer journeys and ensure that usage of the application is seamless.The role reports directly to the Head of Customer Experience (JazzCash) and is an individual contributor role that requires dedication and clarity in terms of process flows and customer experience.What does Stream Head Customer Life Cycle (JazzCash) do?

  • Ensure successful adoption of Customer Experience Framework, and associated new ways of working
  • Action ownership, tracking and measurement will be established, along with feedback loops between customers and delivery teams to demonstrate proactivity and responsiveness, outcome value and build trust
  • Drive a culture of customer centricity and ensure that the company exceeds their end customers expectations by delivering the right experiences
  • Planning and managing the introduction of CX Framework across the Region, including the scale up of supporting teams, learning and development, integration to central management toolsets and processes
  • Leading & teaching a team of Customer Experience Coaches who will be paired with account teams to ensure adoption of CX Framework
  • Working directly with Account teams and Clients as both a Subject Matter Expert, and a hands-on practitioner in Customer Experience strategies and techniques
  • Continual evolution of the CX Framework based on customer and internal feedback and research insights
  • Continual evolution of the CX Framework based on customer and internal feedback
  • Customer and employee experience design, applying business design thinking, business analysis, co-creation and innovative thinking to map and design employee and customer life cycles, storyboarding customer journeys
  • Leading successful business, cultural change and transformation activities required to realize the desired state
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

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