Unit Head CX Governance and Assurance

HBL; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

HBL is seeking a senior leader to establish and drive the Bank’s Customer Experience governance framework and strategy. You will provide executive oversight on customer fairness, align CX initiatives with strategic objectives, and chair governance committees to review performance and risks.

The role involves governance across product life cycles, regulatory reporting, and cross-functional transformation to enhance customer outcomes. Strong banking/regulatory experience is essential.

Qualifications

• Bachelor’s / Master’s in business, Marketing, IT, Design, or related field.
• Minimum 15 years of experience in customer experience.

Responsibilities

• Establish and lead the Bank’s Customer Experience governance framework.
• Define and drive CX strategy, priorities, governance standards, and long-term roadmap.
• Ensure alignment of CX initiatives with strategic objectives, conduct risk framework, and regulatory expectations.
• Provide executive guidance on customer fairness and customer-centric transformation programs.
• Chair and participate in governance committees to review CX performance, risks, and initiatives.
• Oversee Business Conduct & Fairness Risk Framework across the Bank.
• Review and approve significant conduct-related escalations and customer impact matters.
• Oversee product governance across the lifecycle with customer-centric considerations.
• Engage regulators and prepare governance reporting for Board and senior committees.
• Oversee internal audit observations and regulatory inspections relating to CX and governance.
• Lead enterprise-wide customer journey transformation and process improvement.
• Build strong relationships with senior leaders to embed customer-centric decision-making.
• Foster accountability, fairness, transparency, and customer advocacy.

Skills

Customer experience leadership

Governance

Regulatory understanding

Education

Bachelor Honours (16 years)

Job description

• Establish and lead the Bank’s Customer Experience governance framework, ensuring effective oversight, accountability, and enterprise-wide compliance.
• Define and drive the Bank’s CX strategy, priorities, governance standards, and long-term roadmap.
• Ensure alignment of customer experience initiatives with the Bank’s strategic objectives, conduct risk framework, and regulatory expectations.
• Provide executive-level guidance on customer fairness, customer outcomes, and customer-centric transformation programs.
• Chair and participate in relevant governance committees to review customer experience performance, risks, and strategic initiatives.

Business Conduct & Fairness Risk Governance

• Provide strategic oversight of the Business Conduct & Fairness Risk Framework (BC&FRF) across the Bank.
• Ensure enterprise-wide alignment and adoption of conduct and fairness principles across products, channels, and customer journeys.
• Review and approve significant conduct-related escalations and customer impact matters.
• Provide direction on remediation strategies for material customer fairness and conduct concerns.

Product Governance Oversight

• Oversee customer experience and conduct-related aspects of product governance throughout the product lifecycle.
• Ensure customer needs, transparency, fairness, and suitability considerations are incorporated into product decisions.
• Provide governance oversight and approvals for major product initiatives with significant customer impact.
• Challenge and guide product teams to ensure customer-centric outcomes are embedded within product propositions.

Regulatory Engagement & Governance Reporting

• Act as the senior CX representative for engagement with regulators and external stakeholders on customer governance-related matters.
• Oversee preparation and review of regulatory submissions, management reports, and governance updates relating to customer experience and conduct risk.
• Present customer governance matters, key risks, emerging trends, and strategic recommendations to Board Committees, Senior Management Committees (SMC), and Executive Forums.
• Ensure timely escalation of material customer-related risks and regulatory concerns.

Assurance, Audit & Inspection Oversight

• Provide executive oversight of Internal Audit observations, regulatory inspections, and assurance reviews relating to customer experience, conduct, and governance practices.
• Oversee management responses and remediation governance for regulatory examinations and audit findings.
• Monitor progress and effectiveness of corrective actions arising from Internal Audit, State Bank inspections, and Internal Review & Compliance Review (IRCR) activities.
• Ensure appropriate reporting and escalation of significant issues to senior management and governance committees.

Customer Journey Transformation & Process Excellence

• Lead enterprise-wide process re-engineering initiatives to simplify, optimize, and enhance customer journeys.
• Develop and maintain customer experience process improvement methodologies, governance standards, and best practices.
• Drive transformation initiatives aimed at reducing customer effort, improving service quality, and enhancing customer outcomes.
• Ensure customer-centric design principles are embedded across business processes, operating models, and service delivery frameworks.
• Champion continuous improvement and innovation to strengthen customer satisfaction and loyalty.

Stakeholder Management

• Build strong relationships with senior business leaders to embed customer-centric decision-making across the organization.
• Influence strategic decisions through customer insights, governance recommendations, and risk-based assessments.
• Foster a culture of accountability, fairness, transparency, and customer advocacy throughout the Bank.

Qualifications

• Bachelor’s / Master’s in business, Marketing, IT, Design, or related field.
• Minimum 15 years of experience in customer experience.

Job Info

• Job Identification 29570
• Posting Date 09/18/2026, 01:36 PM
• Apply Before 10/05/2026, 06:55 AM
• Degree Level Bachelor Honours (16 years)
• Locations Dolmen City, 12th Floor, Sky Tower-A (West Wing) HC-3,, Karachi, Sindh, PK