Description :

Job Title: Expert CX Analyst
Grade: L1 / L2
Location: Islamabad, Pakistan
Last Date to Apply : 17th June 2025

What is Expert CX Analyst?

An Expert CX Analyst is responsible for improving the customer experience within a Fintech business by leveraging data and analytics. This role involves gathering and interpreting customer feedback from various channels, including complaints, social media, and user reviews. The analyst measures and tracks key customer experience metrics such as Net Promoter Score (NPS), App Ratings and App Crash Rate. Responsibilities include performing deep-dive analysis and generating actionable insights to guide strategic decisions. The role demands strong business analytics capabilities, attention to detail, and a high level of dedication to uncover and address friction points in the customer journey.

The role reports directly to the Head of Customer Experience and is an individual contributor role.

What does an Expert CX Analyst do?

·       Leverages product analytics tools such as MixPanel to map customer journeys, identify drop-offs, and uncover opportunities for experience improvement.

·       Works with the Product Team to create, audit, and refine MixPanel events to ensure accurate tracking of key user interactions.

·       Quantifies the impact of CX initiatives by supporting the internal Customer Experience team with data-driven insights.

·       Implements and manages data pipelines using data management tools to ensure a consistent flow of customer behavior and sentiment data.

·       Develops dashboards, reports, and visualizations to track KPIs, monitor trends, and translate data into actionable business insights.

·       Collaborates closely with cross-functional teams—including Product, Marketing, Tech, and Customer Support—to align efforts and drive end-to-end customer experience enhancements.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be Expert CX Analyst?

·       Bachelor's degree in data science, data management, business management, project management, or in a related field.

·       At least 5 years' experience in data analysis in a related industry.

·       Exceptional leadership, collaboration, and communication skills.

·       Superb analytical and reporting skills.

·       Advanced analytical and problem-solving skills.

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy