Lead CX Process Optimization

HBL; Karachi Division; On-site; PKR 2,500,000 - 3,600,000; Full time

Job summary

HBL is seeking a senior leader to drive CX process re-engineering and customer journey improvements. You will develop standards and methodologies to embed customer-centric design across initiatives and align CX programs with organizational strategy.

The role requires leading transformation in complex environments and a strong capability to identify pain points and elevate customer outcomes through streamlined processes.

Qualifications

• Must have applied design thinking to business settings.
• Strong analytical, interpersonal and leadership capabilities.
• Track record of leading transformation programs in complex environments.

Responsibilities

• 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 promote fair treatment, transparency, accessibility, and positive customer outcomes.
• Design and implement solutions that reduce customer effort and improve experience.
• Monitor improvements in customer and operational outcomes.
• Identify customer pain points, friction areas, delays, rework, and service failures.

Skills

Design thinking

Service design

Analytical

Leadership

Education

Bachelor’s degree (Master’s preferred)

Job description

• 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 promote fair treatment, transparency, accessibility, and positive customer outcomes.


• Design and implement solutions that reduce customer effort and improve experience.


• Monitor improvements in customer and operational outcomes


• Identify customer pain points, friction areas, delays, rework, and service failures.

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.

Other Skills & Competence:

• 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.

Job Info

• Degree Level Bachelor Honours (16 years)


• Locations Dolmen City, 12th Floor, Sky Tower-A (West Wing) HC-3,, Karachi, Sindh, PK