CX Process Architect: Streamline Journeys & Outcomes

HBL People; Pakistan; On-site; PKR 3,000,000 - 5,400,000; Full time

Job summary

HBL People, based at Dolmen City in Karachi, seeks a senior leader to drive customer experience process design and transformation. You will lead re-engineering initiatives, embed customer-centric design principles, and align CX programs with strategic goals to deliver fair, transparent, and accessible journeys.

The ideal candidate has a Bachelor’s degree and 12+ years in CX, process design, or transformation, with strong leadership and a track record of guiding complex programs.

Qualifications

• Bachelor’s degree in business, Marketing, IT,Design, or related field (Master’s preferred).
• Minimum 12 years of experience in customer experience, process design, or transformation.
• Demonstrated ability to apply design thinking and service design in business settings.
• Strong analytical, interpersonal, and leadership capabilities.
• Track record of leading successful transformation programs in complex environments.

Responsibilities

• Lead process re-engineering initiatives to simplify and improve customer journeys.
• Embed customer-centric design principles in process improvements.
• Drive strategic CX initiatives aligned with CX strategy and organizational goals.
• Ensure customer journeys promote fair treatment, transparency, accessibility, and positive outcomes.
• Design and implement solutions that reduce customer effort and improve experience.
• Monitor improvements in customer and operational outcomes.
• Identify customer pain points, friction points, delays, rework, and service failures.

Skills

Design thinking

Service design

Analytical skills

Interpersonal skills

Leadership

Transformation programs

Education

Bachelor’s degree

Master’s degree

Job description

HBL People, based at Dolmen City in Karachi, seeks a senior leader to drive customer experience process design and transformation. You will lead re-engineering initiatives, embed customer-centric design principles, and align CX programs with strategic goals to deliver fair, transparent, and accessible journeys.

The ideal candidate has a Bachelor’s degree and 12+ years in CX, process design, or transformation, with strong leadership and a track record of guiding complex programs.