Senior Head of Customer Experience | Digital Banking

Fulcrum Pvt. Limited; Karachi Division; On-site; PKR 4,000,000 - 8,000,000; Full time

Job summary

Fulcrum Pvt. Limited is seeking a senior Customer Experience leader to drive digital-first banking experience initiatives and execute enterprise-wide CX transformation.

You will oversee research, analytics, service design, and VoC programs to optimize customer journeys across channels. The role requires strong banking regulatory knowledge, expertise in CX tools, and a proven track record in leading CX initiatives that deliver measurable ROI.

Qualifications

• Bachelor's degree required; Master's preferred.
• Strong experience in banking regulatory compliance and consumer protection.
• Advanced knowledge of CX, VoC, journey mapping, and analytics tools.
• Strong understanding of digital banking platforms and technologies.

Responsibilities

• Define and implement the enterprise-wide CX strategy aligned with digital transformation goals.
• Lead CX teams across research, analytics, and service design.
• Drive omnichannel customer journey optimization through journey mapping and service blueprinting.
• Implement VoC programs including NPS, CSAT, and CES.
• Partner with Digital Banking teams to enhance mobile and online banking experiences.
• Leverage data analytics to identify customer friction points and optimization opportunities.
• Drive AI/ML-enabled personalized customer experiences and digital self-service adoption.
• Establish service quality frameworks aligned with SBP regulations and international standards.
• Oversee complaint management and customer interaction processes.
• Develop comprehensive QA frameworks and measurable CX KPIs.
• Lead root cause analysis, process improvement, and customer-centric culture transformation.
• Manage CX budgets and ensure measurable business impact and ROI.

Skills

CX leadership

Stakeholder management

Project management

Executive communication

Strategic thinking

Problem-solving

Leadership

Education

Bachelor's degree

Master's degree preferred

Tools

Salesforce

Microsoft Dynamics

Analytics tools

Journey mapping tools

Job description

Fulcrum Pvt. Limited is seeking a senior Customer Experience leader to drive digital-first banking experience initiatives and execute enterprise-wide CX transformation.

You will oversee research, analytics, service design, and VoC programs to optimize customer journeys across channels. The role requires strong banking regulatory knowledge, expertise in CX tools, and a proven track record in leading CX initiatives that deliver measurable ROI.