Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 8th October, 2025

What is Expert Digital Transformation?

Expert Digital Transformation provides end-to-end digital vertical propositions to enable smarter self-service and digital mediums. The position will own digital transformation projects planning, execution and development-driven through the company's overall digital transformation strategy and roadmap.

The role reports directly to the Manager Digital Transformation and has five people reporting directly into it with an extended team of 19 team members (including the department head) with 04 sub-teams.

What Expert Digital Transformation does?

• Review existing internal business processes and identify areas for digital transformation to foster a continuous improvement process.
• Lead the development, deployment and enhancement of self-care features and ensure the platforms meet customer needs and enhance user experience.
• Manage the design, implementation and optimization of IVR systems. Work with technical teams to ensure effective integration and functionality.
• Develop strategies and initiatives to reduce the volume of calls to the helpline and ensure cost effectiveness.
• Work and collaborate with stakeholders/ cross-functional teams in and outside the department to increase the growth and revenue of digital mediums (WhatsApp Self Service, Digital Apps, IVRs and Robotic Process Automation).
• Conduct UATs, A/B testing and iterative improvements to enhance usability, engagement and adoption.
• Use data insights to drive continuous improvement and enhance digital and self-care solutions.
• Design and execute upsell strategies in Call Centers and Walk-In Centers to increase digital adoption and optimize prepaid/postpaid revenue.
• Leverage behavioral data, CSAT surveys and Robo Call analytics across self-care services to identify customer pain points and inform design improvements.
• Monitored global digital trends and emerging technologies to refine product offerings in line with evolving customer behaviors.
• Produce and disseminate adequate performance/ progress reports in close liaison with CX Reporting.
• Undertake all operational duties commensurate with the nature of the post.

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 Digital Transformation*?

• Bachelors’/ Masters’ degree in Business Administration or Computer Science from a reputable institute.

• Preferably 03 to 05 years’ work experience.
• knowledge of RPA concepts and practical experience in leveraging automation will be preferred.
• Knowledge of MS Office Suite (Excel, PowerPoint, MS Project).
• Knowledge of self-care channels, WhatsApp Self Care, IVRs, USSDs Platforms, etc.
• Knowledge of Web and Desktop applications.
• Proficiency in Project Management Tools (e.g., JIRA, Asana), AI tools and Analytical Tools.
• Should possess strong analytical and decision-making skills.
• Should have strong written, verbal communication and presentation 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 71 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.