Grade: AVP
Positions: 1

Department: Customer Experience
Location: Head Office
Industry: Banking / Financial Services

About the Role

Manager Customer Experience – AVP plays a pivotal role in driving service excellence across the bank. This position is responsible for monitoring and enhancing customer journeys, strengthening service culture, ensuring compliance with CX standards, and leading initiatives that improve customer satisfaction, operational efficiency, and regulatory alignment.

Key Responsibilities

• Monitor customer experience across branches and service channels through branch visits, service audits, dashboards, and mystery shopping insights.

• Track adherence to service standards, turnaround times (TATs), and customer handling protocols; coordinate with relevant teams to close performance gaps.

• Analyze customer feedback, complaints trends, and satisfaction data to identify recurring issues and recommend corrective actions.

• Improve end-to-end customer journeys by identifying process inefficiencies and collaborating with Operations, Business, Digital, and Support teams.

• Develop and present periodic CX performance reports and dashboards to senior management, highlighting trends, risks, and improvement opportunities.

• Drive service culture initiatives that promote customer-centric behaviors across branches and support functions.

• Work closely with regional and branch teams to enhance service delivery, responsiveness, and customer engagement standards.

• Support the rollout of CX awareness sessions, service guidelines, and training programs for frontline teams.

• Ensure alignment with regulatory expectations regarding fair customer treatment and conduct standards.

• Maintain documentation and monitoring records for audits, regulatory reviews, and internal governance forums.

Eligibility Criteria

Qualifications

• Minimum Bachelor’s degree (Master’s preferred).

Experience

• 6–10 years of relevant experience in Customer Experience, Branch Operations, Service Quality, or Process Improvement within banking/financial services.

• Hands-on experience with CX measurement tools, dashboards, or service audits preferred.

Core Competencies

• Customer-centric mindset

• Strong analytical and problem-solving skills

• Process improvement orientation

• Effective communication and presentation skills

• Governance and compliance awareness

• Strong stakeholder management capabilities

About Mobilink Microfinance Bank Ltd.

Mobilink Microfinance Bank Ltd. (MMBL) serves over 48 million registered users, including 20+ million monthly active customers across Pakistan. Through a hybrid model combining traditional microfinance with digital banking technologies, MMBL operates 114+ branches and 270,000 branchless banking agents nationwide.

The bank offers a wide range of financial solutions including savings accounts, MSME and housing loans, remittances, mobile wallets, insurance, G2P, B2B & B2P payments, and more—playing a leading role in advancing financial inclusion in Pakistan.

MMBL fosters a culture of innovation, collaboration, and customer-centricity, empowering employees to drive meaningful change.

Why Join MMBL?

This is a unique opportunity for a professional passionate about transforming customer experiences and driving impact at scale. Join a forward-thinking institution committed to empowering millions through inclusive and digital financial services.