• What is Customer Experience Officer - MMBL?
  • The Customer Experience Officer will be responsible for evaluating customer interactions and service quality through mystery shopping, customer surveys, and branch visits. This role involves assessing customer service standards, gathering feedback via telephonic surveys, and conducting branch visits to ensure compliance with customer experience guidelines.
• What Customer Experience Officer - MMBL does?
  • Mystery Shopping & Service Evaluation: Conduct mystery shopping visits (physical and digital) to assess service quality at branches. Evaluate customer handling, staff behavior, process adherence, and service gaps. Prepare detailed reports with actionable recommendations for service improvement. Customer Surveys & Feedback Analysis: Conduct telephonic surveys to assess customer satisfaction and gather feedback. Ensure accurate documentation of survey responses and analyze trends to identify areas for improvement. Share insights with relevant stakeholders for service enhancement. Branch Visits & Monitoring: Conduct branch visits to evaluate customer service standards, facility cleanliness, and staff performance. Ensure adherence to customer experience guidelines and report any deviations. Provide feedback and recommendations for improving customer interactions and service delivery. Reporting & Coordination: Maintain records of mystery shopping assessments, survey feedback, and branch visit findings. Collaborate with internal teams to address customer experience issues and drive improvements. Present periodic reports to management with insights and suggestions for service enhancement.
• What are we looking for and what does it require to be Customer Experience Officer - MMBL?
  • Bachelor’s degree in Business, Marketing, or a related field. 1-2 years of experience in customer experience, service quality, or a related role. Strong communication and analytical skills. Ability to conduct surveys, analyze data, and generate reports. Willingness to travel for branch visits and conduct on-site evaluations.

• Head Office

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.

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.