Description :
Grade Level: L5
Location: Islamabad
Last date to apply: 26th January 2022
What is Chief Customer Experience Officer?
The Chief Customer Experience Officer will lead the marketing, brand, digital marketing, consumer experience and corporate communication teams as a divisional head for JazzCash. The role reports directly to the Chief Executive Officer- Jazz Cash and has 3 people reporting directly into it with an extended team of 12 team members.
What does Chief Customer Experience Officer do?
- Lead end to end marketing and consumer experience strategy for Jazz Cash and execution of that strategy by understanding current marketing strategy, identifying gap and sources of revenue growth.
- Define what customers’ value and determine the differentiating experience to be delivered. Also, decide where to make investment decisions, that is, the highest-impact contacts and efforts
- Responsible for leading the brand strategy, brand management and integrated marketing communication for Jazz Cash. Ensuring Internal and external Corp Communication/PR is in alignment with Jazz Cash Strategy.
- Build, manage and identify opportunities to bring new experiences to the market by developing plans for sources of growth for Jazz cash and defining channels that will attract new customers
- Educate employees and internal teams on the importance of understanding consumers, their motivations, the buyer’s journey and the customer life cycle.
- Empower team to make customer-centric decisions and increase leadership’s understanding of their employee’s experiences and needs.
- Oversee and lead teams that monitors customer interactions and assure that the Jazz Cash team is adequately responding to complaints, concerns and suggestions for improvement.
- Meet with the Customer Services team to understand the strategy of the function in line with CEO strategy and company road map
- Establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI) and defining metrices.
- Collaborate and work with cross-functional partners in sales, marketing, and other functions to forecast and drive change
- Lead cross functional teams and interface for all marketing and consumer experience initiatives to give visibility to internal management, Jazz, MMBL and VEON group.
- Develop and create strong teams in line with the JazzCash strategy
- Enable the JazzCash executive leadership team to execute on plans
- Represent the company in external meetings/conferences and meet key partners
Key Deliverables:
- Omni channel user experience
- Driving app usage
- Digital marketing cost optimization
- Ensure best in class steps for transactions on application
- Removal of wasted steps applying six sigma and other lean methodologies to jazz cash application
- Root cause analysis for complaints and reduction
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
What are we looking for and what does it require to be Chief Customer Experience Officer?
- Bachelors/Master’s degree in Marketing/Business/Digital – MBA preferred
- 10 – 15 years of experience, inclusive of 5 years in a CXO role in FinTech/Ecommerce/Telco
- 5 years of people management experience with experience in building teams
- Detailed understanding of brands, digital sales and consumer experience with comprehensive knowledge of FinTech both internationally and in Pakistan
- Strong Communicator with the ability to negotiate and solve problems
- Proven track record of strong analytical and decision-making skills
- Exceptional leadership abilities and people management skills
- Strong analytical skill in order to review and analyze data and be able to extract meaningful insights
- Data Presentation skills for being able to present data in order to make quick decisions
- Advance communication skills for managing cross functional projects.
- Be prepared to challenge existing practices and redefine customer experience.
- A disrupter to challenge the status quo.
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.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ 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.
