Lead CX Process Optimization

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

• 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

• Job Identification 29545
• Posting Date 09/17/2026, 11:26 AM
• Apply Before 10/01/2026, 06:55 AM
• Degree Level Bachelor Honours (16 years)
• Locations Dolmen City, 12th Floor, Sky Tower-A (West Wing) HC-3,, Karachi, Sindh, PK