Senior Manager Strategy Insights & Performance

PTCL is a pioneering leader in the technology sector, dedicated to delivering innovative integrated ICT and Cellular Network services across Pakistan. Our commitment to excellence is driven by a culture of transformation and change management, fostering an inclusive and diverse environment that respects and uplifts individuals regardless of gender, social background, religion, belief, or disability. Guided by a clear vision to become the largest technology player and national champion in Pakistan’s digital transformation, PTCL operates with core values centered on resilience, ambitious thinking, winning spirit, and valuing success.

Key Responsibilities

Lead the formulation and execution of the Customer Care strategy, leveraging customer insights and performance data to drive transformation initiatives. Utilize operational, customer, and interaction data to identify key drivers of customer experience and prioritize opportunities for improvement. Translate these insights into actionable, measurable plans that span multiple functions within the organization. Support the evolution of Customer Care from a primarily operational focus to an insight-driven, customer-experience-oriented model.

Develop and maintain an annual Customer Care strategy along with a prioritized maturity roadmap. Conduct regular executive reviews of Customer Care and customer experience insights and performance metrics. Build and oversee a portfolio of customer performance and transformation projects, ensuring clear ownership, defined milestones, and measurable benefits. Deliver demonstrable reductions in repeat contacts, failure demand, complaints, and avoidable contacts through targeted, insight-led interventions. Create and update comprehensive customer journey maps to enhance understanding and service delivery.

Required Qualifications

A Bachelor’s degree in Business, Engineering, Data/Analytics, Economics, Computer Science, or a related field is essential. Candidates with postgraduate qualifications or an MBA will be preferred. A minimum of seven years of relevant experience in telecom, customer operations, strategy, or analytics is required.

Preferred Qualifications and Benefits

Candidates should possess advanced skills in data analytics and statistical modeling, along with expertise in BI dashboarding and data visualization. Proficiency in SQL, data extraction, and data management is also necessary to succeed in this role.

PTCL offers family-centric policies that support a balanced and fulfilling career, including six months of maternity leave and 30 days of paternity leave. Additionally, the organization embraces a hybrid work model, providing flexibility and promoting a healthy work-life balance.

This role presents an exciting opportunity to contribute to PTCL’s mission of driving digital transformation in Pakistan while working within a culture that values innovation, inclusivity, and continuous improvement.