Description :

Grade Level: L2
Location: Islamabad
Last Date to Apply: 24th March 2026

What is Experience Design Lead – Cloud & Fixed Connectivity?

The Experience Design Lead – Cloud & Fixed Connectivity is a strategic and technical role responsible for designing and enhancing end-to-end customer experiences across Jazz Business Cloud Services and Fixed Connectivity solutions.

The role focuses on customer journey design, operational experience improvement, and service delivery optimization across the lifecycle of enterprise cloud and connectivity solutions. The candidate will ensure seamless onboarding, provisioning, support, and lifecycle management for B2B customers while driving operational efficiency and superior customer experience.

The role reports directly to the Stream Head, CX Design & Management with an extended team of 2 members.

Key Responsibilities

Journey Design & Optimization

• Design and optimize end-to-end customer journeys for Jazz Business Cloud and Fixed Connectivity services using design thinking methodology.
• Develop comprehensive journey maps and service workflows across sales, provisioning, activation, billing, support, and renewal stages.
• Identify customer pain points, operational bottlenecks, and service gaps across enterprise connectivity and cloud products.
• Collaborate with product, network, and service delivery teams to continuously improve service experiences.

Documentation & Reporting

• Develop and maintain Digital CX Playbooks for Cloud and Fixed Connectivity services.
• Document service provisioning flows, escalation paths, and troubleshooting procedures.
• Prepare reports on:
• Service delivery timelines
• Fault resolution performance
• Customer satisfaction metrics
• Journey improvement initiatives.

CX Framework Development

• Develop a comprehensive CX framework covering Cloud and Fixed Connectivity services.
• Establish standards and governance for enterprise service experience management.
• Ensure consistency of experience across support channels, field teams, NOC operations, and customer touchpoints.

Technical Experience & Continuous Improvement

• Stay updated on cloud platforms and enterprise connectivity technologies.
• Drive automation and digitization across support and provisioning processes.
• Participate in post-incident reviews and RCA analysis to improve service reliability.
• Work closely with Network Operations, Product, and IT teams to resolve complex service issues.
• Monitor service performance and operational KPIs for enterprise cloud and connectivity services.

Journeys & Service Flow Optimization

• Analyze customer lifecycle journeys including:
• Customer onboarding
• Service provisioning
• Billing and service assurance
• Technical support and incident management
• Improve activation timelines and support resolution processes.
• Enable digital self-service capabilities for enterprise customers.

Key Deliverables

• End-to-end Cloud & Fixed Connectivity Customer Journey Maps
• VOC (Voice of Customer) Framework and feedback analysis
• CX Performance Dashboards
• Service Support Workflow Optimization
• CX Playbooks & Standard Operating Procedures
• Root Cause Analysis and Service Improvement Reports

Requirements

• Bachelor’s or Master’s degree in Computer Science, IT, Telecommunications, or related fields.
• 4–5 years of experience in cloud services, enterprise connectivity, or telecom B2B service management.
• Experience with Cloud platforms (AWS, Azure, GCP) and enterprise connectivity solutions such as DIA, MPLS/IP VPN, SD-WAN, and Business Fiber.
• Experience designing customer journeys and service workflows in telecom or enterprise technology environments.

Soft Skills & Technical Skills

Technical Expertise

Strong understanding of cloud infrastructure, enterprise networking, telecom connectivity solutions, and security frameworks.

Customer-Centric Mindset

Ability to align technical services with enterprise customer needs and business outcomes.

Root Cause Analysis

Strong capability in incident analysis, service troubleshooting, and operational improvement.

Data-Driven CX

Experience tracking and analyzing CX metrics including NPS, CSAT, CES, MTTR, and service delivery KPIs.

Collaboration & Stakeholder Management

Ability to work cross-functionally with product, network, IT, service delivery, and support teams.

Journey Mapping & Service Design

Expertise in service design, process mapping, and operational workflow optimization.

Communication

Ability to translate technical service issues into business and customer impact narratives.

Benefits

Why join JazzWorld?

As a certified Top Employer, JazzWorld reflects workplace standards benchmarked against leading global organizations, demonstrating our commitmnet to creating an environment where people can thrive and perform at their best. Our teams are driven by the belief that every JazzWorld employee should be inspired to live better every day, enabled by forward-looking leadership, an open culture, meaningful work, and continuous opportunities to learn and grow.

Our core values - Customer Obsession, Truthful, Innovation, Collaboration, and Entrepreneurial shape how we think, decide, and lead. They encourage us to challenge convention, act with accountability, work as one team, and create solutions that truly matter for our customers and communities.

As Pakistan's largest digital operator, JazzWorld serves over 100 million through connectivity, digital services, financial inclusion, entertainment, and insurance. Joining us means being part of transformation at a national scale; expanding access, unlocking opportunity, and building a more connected digital future.

At JazzWorld, everything we do is rooted in one shared ambition. This purpose defines how we work, the progress we enable, and the difference we strive to make every day a Better Life For All.