To drive service excellence across the bank by monitoring customer journeys, strengthening service culture, ensuring adherence to CX standards, and supporting initiatives that enhance customer satisfaction, operational efficiency, and regulatory compliance.
Monitor customer experience across branches and channels through structured tools such as branch visits, service reviews, dashboards, and mystery shopping insights.
Track adherence to service standards, turnaround times, and customer handling protocols, and coordinate with relevant teams to close identified gaps.
Analyze customer feedback, complaints trends, and satisfaction data to identify recurring issues and recommend corrective actions.
Support improvement of customer journeys by highlighting process inefficiencies and coordinating with Operations, Business, Digital, and Support teams for resolution.
Prepare periodic CX performance reports and dashboards for senior management, highlighting trends, risks, and improvement opportunities.
Drive initiatives that strengthen service culture and customer-centric behaviors across the branch network and support functions.
Coordinate with regional and branch teams to improve service delivery, staff responsiveness, and customer handling practices.
Support development and rollout of CX awareness sessions, service guidelines, and training inputs for frontline teams.
Ensure alignment of customer experience practices with regulatory expectations related to fair treatment of customers and conduct standards.
Maintain documentation, evidence, and monitoring records required for audits, regulatory reviews, and internal governance forums.
Qualifications & Experience
Minimum Bachelor’s degree (Master’s preferred).
6–10 years of experience in Customer Experience, Branch Operations, Service Quality, or Process Improvement within banking/financial services.
Strong analytical, reporting, and stakeholder management skills.
Experience with CX measurement tools, dashboards, or service audits preferred.
Core Competencies
Customer-centric mindset
Strong analytical and problem-solving ability
Process improvement orientation
Communication & presentation skills
Governance and compliance awareness
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.