Assistant Director Product Experience

Easypaisa, Pakistan’s first digital bank, is a pioneer in advancing the country’s digital financial ecosystem. Supported by Telenor Group and Ant Group, the company offers secure and convenient financial solutions to millions across Pakistan. We are currently looking for a strategic and customer-centric Assistant Director – Product Experience to lead efforts in enhancing the digital journeys of our users. This leadership role focuses on driving digital adoption, reducing reliance on helpline support, and delivering seamless, intuitive experiences within the easypaisa app. The successful candidate will manage a team of Product Managers and collaborate across departments to identify customer pain points, lower call-centre volumes, and develop effective in-app solutions that empower customers through self-service.

Key Responsibilities
- Lead the shift from helpline-based support to digital-first, self-service complaint resolution within the easypaisa app.
- Design and implement innovative, automated end-to-end complaint resolution workflows that reduce manual intervention and dependency on call centres and backend teams.
- Manage, mentor, and inspire a team of Product Managers, ensuring clear ownership, accountability, and high-quality delivery.
- Own and drive the product roadmap focused on enhancing digital customer experience, prioritizing initiatives that boost customer satisfaction, operational efficiency, and digital adoption.
- Collaborate closely with Design, Engineering, Customer Experience, Operations, Risk, and Compliance teams to deliver scalable, customer-centric solutions using agile methodologies.
- Analyze complaint data, call logs, customer feedback, and behavioral insights to identify pain points, understand root causes, and proactively improve products.
- Define, monitor, and report on key performance indicators such as call deflection, automated resolution rates, digital adoption, Net Promoter Score (NPS), complaint resolution time, and customer satisfaction.
- Continuously monitor product performance and customer outcomes, leveraging data-driven insights to optimize existing journeys and identify new opportunities.
- Present performance dashboards, insights, and strategic recommendations to senior management and executive stakeholders.
- Drive initiatives that enhance customer retention, engagement, and operational efficiency, contributing to business growth through superior digital experiences.
- Ensure all product solutions comply with regulatory requirements, internal policies, risk controls, and customer protection standards.

Required Qualifications
- Bachelor’s or Master’s degree in Business Administration, Technology, Computer Science, or a related field.
- 7–8 years of relevant experience in product management, digital banking, fintech, or digital financial services.
- Proven track record in managing digital products, developing roadmaps, and delivering customer-centric solutions.
- Experience leading and developing teams, with direct responsibility for managing Product Managers.
- Proficiency in using product analytics, customer feedback, and operational data to drive improvements and measure business outcomes.

Preferred Skills and Competencies
- Strong expertise in product lifecycle management, roadmap development, prioritization, and agile delivery.
- Ability to translate customer insights and business needs into clear product strategies and actionable plans.
- Experience designing digital self-service journeys, complaint resolution workflows, and automated customer support solutions.
- Excellent analytical skills to interpret data, identify trends, and make evidence-based decisions.
- Deep understanding of digital banking or fintech environments, including customer journeys, operational processes, risk management, and regulatory compliance.
- Exceptional leadership skills with the ability to motivate and develop high-performing teams.
- Strong communication and stakeholder management capabilities to engage effectively with both technical and non-technical audiences.
- Proven project management skills with the ability to handle competing priorities and deliver results in a fast-paced environment.
- Customer-first mindset with strong empathy, focusing on simplifying journeys and reducing customer effort.
- Data-driven approach to problem-solving, balancing customer needs with business priorities.
- Innovative thinker who challenges the status quo and translates ideas into practical improvements.
- Resilient and agile, capable of adapting to changing priorities and challenges.
- Ability to foster a collaborative and inclusive environment that encourages open dialogue, diverse perspectives, and constructive feedback.
- Strong ownership and accountability, with a focus on measurable outcomes and continuous improvement.

This role offers a unique opportunity to shape the future of digital financial services in Pakistan by delivering superior, self-service digital experiences that empower millions of users.