Lead CX Voice and Vitality

HBL People; Pakistan; On-site; PKR 4,000,000 - 6,000,000; Full time

Job summary

HBL People seeks a senior data analytics professional to develop and manage the enterprise Voice of Customer framework. You will capture feedback across channels, establish governance routines, and prepare executive CX dashboards for leadership review.

You will present findings, drive actions across business units, and monitor key CX metrics including NPS, CSAT, CES, and regulatory surveys. 8–10 years in analytics or BI and strong Excel/visualization skills are required.

Qualifications

• Bachelor’s degree in Marketing, Data Science, Research or Business Analytics, or related fields.
• 8-10 years of experience in Data Analytics, Business Intelligence, or similar roles.

Responsibilities

• Develop and manage the enterprise Voice of Customer framework.
• Capture customer feedback across all channels and touchpoints.
• Establish governance routines for monitoring customer experience performance and provide insights for compliance.
• Prepare executive CX dashboards and management reports.
• Present key findings, risks, opportunities and recommendations to senior management.
• Ensure business units are accountable for improvement actions.
• Develop and monitor dashboards covering NPS, CSAT, CES, complaints handling, contact center and branch service quality indicators.
• Track customer sentiment and experience performance over time.
• Ensure regulatory surveys (CAF and others) are carried out as prescribed.

Education

Bachelor’s Degree in Marketing, Data Science, Research or Business Analytics, or related fields

Tools

Excel

Research Tools

Data Visualization

Job description

• Develop and manage the enterprise Voice of Customer framework.
• Capture customer feedback across all channels and touchpoints, including surveys, complaints, digital platforms, contact centers, branches, social media, and relationship teams.
• Establish governance routines for monitoring customer experience performance. Provide insights to strengthen FTC and BC&FRF compliance.
• Prepare executive-level CX dashboards and management reports.
• Present key findings, risks, opportunities, and recommendations to senior management
• Ensure business units are accountable for improvement actions
• Develop and monitor dashboards covering NPS , CSAT , CES, Complaint Handling, Contact Center and Branch Service Quality Indicators
• Track customer sentiment and experience performance over time.
• Ensure all regulatory surveys including CAF external surveys are carried out as per the regulatory prescribed frequency.

Qualifications

• Bachelor’s Degree in Marketing , Data Science, Research or Business Analytics, or related fields.
• 8-10 years of experience in Data Analytics, Business Intelligence, or similar roles.

Other Competence:

• Proficiency in Excel, Research Tools and data visualization preferred.
• Experience in banking or service industry will be an advantage.

Job Info

• Job Identification 29540
• Posting Date 09/17/2026, 11:13 AM
• Apply Before 09/30/2026, 06:55 AM
• Degree Level Bachelor Honours (16 years)
• Locations Dolmen City, 12th Floor, Sky Tower-A (West Wing) HC-3,, Karachi, Sindh, PK