Expert Wallet Growth

Title: Expert Wallet Growth
Grade Level: L3
Location: Islamabad
Last Date to Apply: 5th December 2025

What is Expert Wallet Growth?

Expert Wallet Growth is responsible for driving end-to-end customer experience and value enhancement across the JazzCash ecosystem. This role focuses on optimizing consumer journeys, designing high-impact engagement frameworks, leading retention and loyalty initiatives, and ensuring that data-driven insights consistently guide commercial decision-making. The position plays a pivotal role in orchestrating cross-functional collaboration across product, marketing, technology, customer care, and compliance to elevate the customer lifecycle and deliver sustainable, high-quality growth.

The role reports directly to the Head of Growth.

What does the Expert Wallet Growth do?

1. Consumer Journey Optimization

• Map, analyze, and continuously improve customer journeys across app, web, and touchpoints.
• Identify friction points and optimize onboarding, activation, engagement, and retention flows.
• Collaborate with Product and CX teams to deploy journey enhancements that improve conversion rates and reduce drop-offs.

2. Consumer Engagement & Communication

• Design and execute targeted, segmented communication strategies across digital and in-app channels.
• Ensure message relevance, clarity, and alignment with customer needs to drive engagement uplift.
• Coordinate with Brand and Digital teams to maintain consistent communication narratives.

3. Loyalty Programs & Retention Strategies

• Lead the development, optimization, and performance of loyalty and rewards programs.
• Design retention playbooks that address churn risk, promote habit formation, and expand usage diversification.
• Introduce innovative benefit structures aligned with customer motivations and lifetime value goals.

4. Data-Driven Decision Making

• Leverage analytics, dashboards, and behavioral insights to guide strategy and interventions.
• Conduct cohort, funnel, and lifecycle analyses to identify opportunities for growth.
• Use experimentation frameworks (A/B testing, control groups) to validate hypotheses.

5. Budget Management

• Plan, track, and optimize budgets related to engagement, loyalty, and lifecycle initiatives.
• Ensure efficient allocation of spend across channels and programs to maximize ROI.
• Provide monthly reporting on budget utilization and performance impact.

6. Regulatory Compliance

• Ensure all communication, engagement activities, and lifecycle interventions follow SBP and PTA guidelines.
• Work with Compliance teams to maintain documentation, approvals, and audit readiness.

7. Customer Feedback Management

• Build structured feedback loops through surveys, app ratings, NPS, and consumer insights.
• Translate customer feedback into actionable recommendations for product and journey improvement.
• Track and report sentiment trends and user experience indicators.

8. Cross-Functional Collaboration

• Work closely with Product, Technology, CX, CVM, Marketing, Customer Care, and Data teams.
• Align roadmap execution, customer journeys, and go-to-market timelines across functions.
• Support key cross-functional initiatives tied to user engagement, retention, and experience uplift.

9. User Education & Training

• Develop and oversee consumer education initiatives that simplify onboarding and drive feature adoption.
• Build content and training material for customers and field teams on JazzCash products.
• Partner with Brand and Content teams to ensure material is intuitive, localized, and easy to understand.

10. Performance Monitoring & Reporting

• Track weekly, monthly, and quarterly KPIs tied to engagement, churn, retention, loyalty, and journey performance.
• Present insights and recommendations to leadership with clear action plans.
Maintain dashboards and performance trackers for ongoing visibility of lifecycle health.

JazzCash 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 Wallet Growth?

Education

• Bachelor’s or Master’s degree in Business, Marketing, Data Science, Economics, or related fields.

Experience

• 3–5 years of experience in growth, lifecycle management, customer experience, product optimization, or related roles.
• Background in Fintech, Telco, Banking, Digital Products, or FMCG preferred.

Skills & Expertise

• Strong command of consumer lifecycle design and journey optimization methods.
• Exposure to CLM tools, segmentation engines, and customer analytics platforms.
• Hands-on experience with A/B testing, funnel analysis, conversion optimization.
• Good understanding of loyalty program mechanics and retention economics.
• Strong budgeting, forecasting, and financial discipline.
• Ability to interpret customer insights and translate them into product and communication improvements.
• Excellent collaboration, stakeholder management, and communication skills.
• Familiarity with regulatory frameworks impacting customer communications.

Benefits

Why Join JazzCash?

As one of the largest digital financial services providers in Pakistan, our objective is to continue to change the lives of our 52 million customers for the better.

Recognized as one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better life 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.

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.