We are looking for a detail-oriented and proactive Customer Experience Officer to join our team and take ownership of customer feedback initiatives, with a special focus on Net Promoter Score (NPS) surveys. The role involves gathering, analyzing, and reporting customer insights to help improve service quality and enhance customer satisfaction.
Conduct Customer Surveys: Execute and manage NPS surveys and other feedback tools across multiple customer touchpoints (digital, call center, branch, etc.).
Data Collection & Analysis: Collect quantitative and qualitative customer data, monitor response rates, and ensure data accuracy and integrity.
Reporting: Prepare and present regular reports highlighting NPS trends, customer sentiments, and key improvement areas.
Customer Feedback Loop: Work with internal teams to ensure customer feedback is acknowledged and actioned upon.
Insights to Action: Collaborate with CX and operational teams to propose solutions based on feedback data to improve customer journeys.
Quality Monitoring: Support mystery shopping or service audits when required to assess end-to-end customer experience.
Tool Management: Assist in managing survey tools and platforms.
Documentation: Maintain detailed records of survey instruments, sampling plans, customer responses, and actions taken.
Compliance & Confidentiality: Ensure all customer data is handled confidentially and ethically in line with organizational and regulatory standards.
Bachelor’s degree in Business Administration, Marketing, or related field.
1–2 years of relevant experience in customer service/experience, or research.
Strong understanding of NPS methodology and customer satisfaction metrics.
Proficiency in MS Excel and basic data visualization tools.
Good communication and interpersonal skills.
Ability to interpret data and generate actionable insights.
Organized, self-driven, and customer-focused mindset.
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.