CX Insights Lead — Transform Customer Experience

HBL; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

HBL is seeking a CX analytics professional to analyze customer feedback, VOC, complaints, and surveys to identify pain points and drive service improvements. The role requires 2-3 years in analytics within financial services and strong data storytelling skills.

You will develop CX dashboards, monitor critical issues, and consolidate feedback from multiple channels to support actionable outcomes. This on-site position is based in Karachi, with focus on delivering measurable customer experience

Qualifications

• 2-3 years in customer research, insights and analytics preferably in financial services sector
• Ability to gather and analyze a variety of data points (qualitative and quantitative) and pare that information down to the most important insights for the business
• Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines
• Strong skills in presenting insights as compelling stories via PowerPoint

Responsibilities

• 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, contact centers, digital channels, complaints, surveys, and social media
• Develop and maintain CX insights dashboards and scorecards
• Lead analysis of critical customer experience issues and service failures
• Monitor action plans and support FTC and BC&FRF monitoring through customer outcome analysis

Skills

Data analysis

Storytelling

Attention to detail

Ownership

Presentation skills

Education

Bachelor Honours (16 years)

Tools

Power BI

PowerPoint

Job description

HBL is seeking a CX analytics professional to analyze customer feedback, VOC, complaints, and surveys to identify pain points and drive service improvements. The role requires 2-3 years in analytics within financial services and strong data storytelling skills.

You will develop CX dashboards, monitor critical issues, and consolidate feedback from multiple channels to support actionable outcomes. This on-site position is based in Karachi, with focus on delivering measurable customer experience