Head of Customer Experience

We are hiring Head of Customer Experience

"Head of Customer Experience” will be responsible for leading and owning the end-to-end Customer Experience strategy to improve customer satisfaction, retention, and long-term business value.

• Define, track, and improve CX KPIs, SLAs, and service quality standards.
• Use customer data, insights, and feedback to drive business decisions.
• Identify root causes of customer dissatisfaction and reduce churn.
• Lead AI, automation, and analytics initiatives to enhance CX efficiency.
• Partner with technology, sales, marketing, and regional teams to align CX with business goals.
• Drive service quality improvements and operational efficiency initiatives.
• Ensure consistent and timely communication across customer-facing teams.
• Represent the customer voice in senior leadership and decision-making forums.
• Build a customer-first, performance-driven culture.
• Manage teams, performance issues, and change initiatives effectively.

Required Skills:

• Demonstrated capability to lead cross-functional teams and drive enterprise-wide transformation initiatives.
• Strong leadership in Customer Experience or Service operations
• Proven experience with CX metrics, data-driven decision-
• Strategic mindset with strong execution focus

Education:

Master’s degree, preferably in business studies.

Experience:

• Min 10 to 12 years of relevant experience with at least 8 years in a senior management role.
• Candidates with relevant industry experience will be given preference.

Job Type: Full-time

Application Question(s):

• What is your current salary package?
• What is your expected salary package?

Education:

• Master's (Preferred)

Location:

• Lahore (Preferred)

Work Location: In person