Assistant Director Product Experience

Position Summary:

easypaisa is seeking a strategic and customer-obsessed Assistant Director – Product Experience to lead initiatives that elevate the digital journey of millions of users. This leadership role is central to our mission of driving digital adoption, reducing helpline dependency, and delivering seamless, intuitive experiences across the easypaisa app.

You will manage a team of Product Managers , working cross-functionally to identify friction points, deflect call center volumes, and design in-app solutions that resolve user pain effectively. This is a high-impact opportunity to shape the future of digital financial services in Pakistan.

Duties and Responsibilities:

1. Lead initiatives to shift customer support interactions from helpline to digital channels by designing intuitive in-app solutions that resolve user queries and reduce dependency on call centers.
2. Manage and mentor a team of Product Managers , ensuring clear ownership, accountability, and delivery of experience-focused product improvements.
3. Drive agile sprint planning and execution with design and engineering teams to deliver impactful experience enhancements on time and at scale.
4. Analyze complaint data and call logs to identify recurring pain points. Drive product enhancements that proactively address these issues and improve user satisfaction.
5. Design and implement seamless in-app journeys and workflows that enhance self-service capabilities and reduce user friction across the Easypaisa app.
6. Develop and present performance dashboards, insights, and strategic recommendations to C-level stakeholders, highlighting progress on digital adoption, call deflection, and experience KPIs.
7. Work closely with CX, Call Center, Operations, Risk, Compliance, and Product teams to align on experience strategies and ensure cohesive execution.
8. Lead journey mapping exercises using user feedback, behavioral data, and support logs to uncover improvement opportunities and inform product decisions.
9. Collaborate with design and engineering teams to deliver experience enhancements through agile sprint cycles, ensuring timely and impactful releases.
10. Define and monitor key performance indicators such as call volume reduction, NPS, digital adoption rates, and complaint resolution metrics.
11. Formulate and execute communication and product strategies that support penetration, retention, and revenue growth through improved user experience.

If you are a strategic thinker with a proven track record in product and team management, ready to steer a diverse core products portfolio, we invite you to apply. Contribute to the continued success of easypaisa in the digital financial services sector by spearheading innovation, fostering collaboration, and mastering portfolio management.

Direct Reports:

Product Managers (CX)

Role Relationship

Internal

• Risk/Compliance
• Engineering/ Technology/ Operations
• CX Squad Team/ Scrum
• Design Team
• Research Team
• Marketing
• Growth Team
• BI/ Analytics Team
• Finance
• Product Squads

External

• SBP
• Vendors/solution providers
• Partners
• Call Center Partners

Knowledge and Experience

Education: Bachelor’s/ Master Degree

Experience: 7 years +

Behavioral Skills & Competencies:

• Strong user empathy with a customer-first mindset
• Proven leadership skills with experience managing small, high-performing teams
• Excellent communication and collaboration skills
• Analytical and data-driven decision-making approach
• Strong project and stakeholder management abilities
• Familiarity with agile delivery frameworks and cross-functional execution
• Ability to translate user insights into actionable product and process improvements
• Enthusiastic about solving real-world problems and reducing customer effort
• Comfortable challenging the status quo to improve user outcomes
• Inspire and motivate cross-functional teams towards a shared vision.
• Foster a collaborative and inclusive environment that encourages innovation.
• Demonstrate resilience and agility in responding to challenges and shifting priorities.
• Clearly articulate ideas to both technical and non-technical stakeholders.
• Ensure open and transparent communication for informed decision-making.
• Cultivate a cooperative culture, encouraging diverse perspectives and teamwork.
• Encourage and embrace a culture of innovation, inspiring teams to explore new ideas.
• Maintain a deep understanding of customer needs, ensuring alignment with user expectations. Advocate for customer-centric design throughout the product development lifecycle.
• Make informed and timely decisions based on data, market insights, and business priorities.
• Encourage open dialogue and create a supportive environment for conflict resolution.