Head of Customer Advocacy & Market Insights

Grade: L4
Location: Islamabad

JazzWorld, Pakistan’s fastest-growing digital ecosystem, is seeking a Head of Customer Advocacy & Market Insights to lead its central Customer Insights function. This role is pivotal in embedding the voice of over 100 million customers into every decision across JazzWorld’s diverse businesses, which include connectivity, financial services, entertainment, lifestyle, enterprise, and software services. The successful candidate will combine rigorous research expertise with an AI-first approach to deliver actionable insights that drive strategic, product, and portfolio decisions at the highest levels of the organization.

Key Responsibilities
- Act as the central research and insight partner for all JazzWorld businesses, developing a prioritized agenda that balances individual business needs with ecosystem-wide priorities.
- Translate business questions into robust quantitative and qualitative research designs, setting methodology and quality standards for all JazzWorld research activities.
- Manage the entire research supply chain, including agency selection, procurement, scoping, budgeting, and delivery, ensuring studies provide real value for money.
- Integrate AI and automation throughout the research process—from questionnaire design and fieldwork monitoring to predictive modeling and automated synthesis—advancing the function toward predictive and prescriptive insights.
- Collaborate with data, analytics, and technology teams to unify research, behavioral data, and customer feedback into a comprehensive view of the JazzWorld customer, adhering to privacy, consent, and regulatory requirements.
- Present complex findings as clear, board-ready narratives, championing the customer’s voice at Executive Committee and Board levels, and linking customer behavior to commercial and strategic outcomes.
- Establish ecosystem-wide customer experience standards and metrics in partnership with each business’s CX team, influencing major launches and journey changes with evidence-based challenges when necessary.
- Lead and develop the Customer Insights team across research, analytics, and storytelling, maintaining a cutting-edge approach to research technology and AI platforms.

Required Qualifications
- Over 10 years of experience in consumer or market insights, analytics, or a closely related field, including leadership of teams.
- Master’s degree in Business, Marketing, Economics, or a related discipline, ideally complemented by a background or strong working knowledge in Computer Science, Data Science, or a technical field; equivalent hands-on experience with analytics and technology will also be considered.
- Proven expertise in both quantitative and qualitative research methodologies, with comfort in advanced analytical techniques.
- Hands-on experience managing research agencies, procurement, budgets, and a broad portfolio of internal clients.
- Experience deploying AI and automation tools in research or analytics contexts, such as AI-assisted transcript analysis, predictive modeling, or automated reporting.
- Strong presentation and influencing skills, with experience engaging senior stakeholders including CEO and Board-level audiences, and the credibility to challenge assumptions and drive evidence-based decisions.
- Demonstrated ability as a people leader who has built, mentored, and scaled high-performing teams.
- A curious, hands-on, and technology-forward mindset, with a genuine interest in how AI is transforming the insights and research industry, alongside a sound understanding of data privacy and responsible customer data use.

Preferred Qualifications and Benefits
JazzWorld offers the opportunity to build next-generation digital services at national scale, leveraging the reach of Jazz Telco and shared capabilities across connectivity, transactions, and identity. This role is not about maintaining the status quo but creating what comes next—turning ambitious ideas into products, businesses, and category leaders.

As a certified Top Employer, JazzWorld is committed to global workplace standards and fostering an inclusive environment where diverse talent can thrive and perform at their best.

Applications are welcomed until 15 October 2026.

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