Description :

Grade: L2

Location: Islamabad

Last Date to Apply: 16 April 2026

What is Expert Experience Delivery?

This role entails delivering on challenging projects & tasks pertaining to employee experience where end-to-end responsibility needs to be taken from planning to consolidating data points within the People Experience department (HR) including Onboarding, Off-Boarding streams, Financial Governance + Case/Employee request Management.

The role reports directly to Stream Head People Experience Delivery with an extended team of 10 team members.

What does Expert Experience Delivery do?

• Owning end-to-end reporting of employee experience ratings, service KPIs, cost consumption patterns, payroll cost variations and vendor spend trends across all People Operations domains.
• Analyzing employee experience feedback, case management trends, turnaround times and resolution quality to identify strengths, gaps, recurring issues and improvement opportunities.
• Tracking payroll and benefits cost variations, identifying outliers, anomalies and underlying drivers, and highlighting potential risks or optimization opportunities.
• Analyzing vendor service delivery consumption patterns including travel, hotels, trainings, facilities management and office supplies to identify cost efficiencies, utilization trends and value-for-money insights.
• Developing clear, concise and insightful monthly analytics decks and dashboards consolidating multi-domain data into a single view for leadership consumption.
• Translating complex data into actionable insights by identifying root causes, trends and correlations impacting employee experience, service quality and cost efficiency.
• Recommending data-backed interventions, process improvements and digital initiatives to enhance employee experience, operational efficiency and cost effectiveness.
• Supporting management reviews by presenting insights, recommendations and progress updates, and incorporating feedback into revised action plans and reporting.
• Establishing monthly benchmarks for experience, cost and service metrics and tracking progress against agreed baselines.
• Monitoring execution and outcomes of approved interventions, ensuring timely tracking, reporting and visibility of results.
• Preparing consolidated quarterly and annual summaries highlighting improvements achieved, strategy adjustments made, initiatives implemented and measurable impact on employee experience and cost savings.
• Driving continuous improvement by identifying automation, digitization and reporting enhancements across People Operations analytics touchpoints.
• Partnering closely with Onboarding, Offboarding, Financial Governance, Vendor Management and Case Management teams to ensure data accuracy, alignment and shared accountability for outcomes.
• Ensuring high standards of data confidentiality, governance and compliance across all reporting and analytics activities.

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

• Experience in analytics, reporting, operations, HR services, shared services or customer experience roles with strong exposure to data analysis and insights generation.
• Strong analytical mindset with the ability to interpret trends, identify patterns, outliers and root causes across operational, experience and cost data.
• Strong proficiency in Microsoft Excel, PowerPoint and reporting tools; ability to create leadership-ready decks and dashboards.
• Ability to manage multiple data streams simultaneously while maintaining accuracy, attention to detail and timely delivery.
• Strong stakeholder management skills with the ability to collaborate effectively with internal People Experience teams and cross-functional partners.
• Good understanding of employee lifecycle processes, payroll, benefits, vendor management or service delivery environments is an added advantage.
• High ownership mindset, curiosity to ask the “why” behind the data, and the confidence to recommend improvements and interventions.

Benefits

Why join JazzWorld?

As a certified Top Employer, JazzWorld reflects workplace standards benchmarked against leading global organizations, demonstrating our commitment 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.