• What is Customer Experience Officer - MMBL?
  • The role is responsible for supporting customer experience evaluations through structured calling activities, telephonic etiquette assessments, survey management, and training support. The position ensures consistent service standards across branches by collecting actionable customer feedback, preparing detailed evaluation reports, and coordinating with stakeholders to drive continuous improvement in customer experience.
• What Customer Experience Officer - MMBL does?
  • Conduct and manage outbound calling activities for assigned branches to support customer experience evaluations.
  • Perform telephonic etiquette evaluations for 114 branches across all three quarters, ensuring adherence to defined service standards.
  • Prepare detailed, branch-wise evaluation reports highlighting service gaps, compliance status, and improvement opportunities.
  • Maintain and regularly update the Survey Tab Status, ensuring accuracy, completeness, and timely tracking of survey progress.
  • Coordinate with branches to communicate findings and support corrective and continuous improvement initiatives.
  • Design, structure, and refine customer experience surveys to ensure clarity, relevance, and alignment with business objectives.
  • Develop PowerPoint presentations and training material for annual mandatory trainings in line with CX standards.
  • Support management reporting by providing structured CX insights and data summaries.
• What are we looking for and what does it require to be Customer Experience Officer - MMBL?
  • Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
  • 1–2 years of experience in customer experience, customer service, quality assurance, or survey management (banking/financial services preferred).
  • Strong verbal communication skills with proven experience in telephonic evaluations or customer interactions.
  • Ability to analyze survey data and convert findings into actionable insights.
  • Proficiency in Microsoft Excel and PowerPoint for reporting and presentations.
  • Strong coordination and stakeholder management skills.
  • High attention to detail, accuracy, and ability to manage multiple activities within defined timelines.
  • Understanding of customer experience standards and service quality frameworks will be an added advantage.

• 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.