Assistant Director, Customer-Centric Digital Experience

easypaisa digital bank; Islamabad; Vor Ort; PKR 3.000.000 - 5.000.000; Vollzeit

Zusammenfassung

easypaisa seeks an Assistant Director – Product Experience to lead initiatives that enhance digital journeys for millions of users in Pakistan. This senior role focuses on reducing helpline dependency and delivering intuitive, self-service experiences across the easypaisa app.

You will guide a team of Product Managers, work cross-functionally, and shape the product roadmap to improve customer satisfaction, operational efficiency, and digital adoption in a regulated fintech environment.

Qualifikationen

• 7–8 years of relevant professional experience in product management, digital banking, fintech, or digital financial services.
• Proven experience in managing digital products, developing roadmaps, and delivering customer-centric solutions.
• Experience leading and developing teams with direct responsibility for Product Managers.

Aufgaben

• Lead the transition from helpline-based support to digital-first and self-service solutions via the easypaisa app.
• Design automated, end-to-end complaint resolution journeys to minimize manual intervention.
• Lead, mentor, and manage a team of Product Managers to ensure high-quality delivery.
• Own and drive the product roadmap for digital customer experience, prioritizing customer satisfaction and digital adoption.
• Collaborate with Design, Engineering, CX, Operations, Risk, and Compliance to deliver scalable solutions via agile execution.
• Analyze customer data and feedback to identify pain points and drive product improvements.
• Define, track, and report KPIs including call deflection, digital adoption, NPS, and CSAT.

Kenntnisse

Leadership

Product Management

Digital Banking

Fintech

Agile

Data Analytics

Ausbildung

Bachelor’s or Master’s degree

Tools

Product analytics tools

Jobbeschreibung

easypaisa seeks an Assistant Director – Product Experience to lead initiatives that enhance digital journeys for millions of users in Pakistan. This senior role focuses on reducing helpline dependency and delivering intuitive, self-service experiences across the easypaisa app.

You will guide a team of Product Managers, work cross-functionally, and shape the product roadmap to improve customer satisfaction, operational efficiency, and digital adoption in a regulated fintech environment.