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 bringing the voice of over 100 million customers into every business decision across connectivity, financial services, entertainment, lifestyle, enterprise, and software services. The successful candidate will deliver rigorous research, uncover critical insights, and embed the customer perspective into all products and strategies. By connecting data across the ecosystem, this leader will build a comprehensive understanding of JazzWorld’s customers that no single business unit can achieve alone. The role demands a blend of research expertise and an AI-first mindset to drive fast, scalable insights and serve as the principal customer advocate at the highest organizational levels.

Key Responsibilities
- Act as the central research and insight partner for all JazzWorld businesses, developing a prioritized agenda that balances individual business needs with overall ecosystem goals.
- Translate business questions into robust quantitative and qualitative research designs, establishing methodology and quality standards for all JazzWorld research activities.
- Manage the entire research supply chain, including agency selection, procurement, scoping, budgeting, and delivery, ensuring every project delivers measurable value.
- 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 single, privacy-compliant view of the JazzWorld customer.
- Present complex findings in clear, board-ready narratives, championing the customer voice at Executive Committee and Board meetings, and linking customer behavior to commercial and strategic outcomes.
- Define ecosystem-wide customer experience standards and metrics in partnership with CX teams, influencing major product launches and journey redesigns with evidence-based challenges when necessary.
- Lead and develop the Customer Insights team, fostering expertise in research, analytics, and storytelling while 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, with demonstrated leadership of teams.
- Master’s degree in Business, Marketing, Economics, or a related discipline preferred; strong working knowledge or background in Computer Science, Data Science, or related technical fields is highly desirable. Equivalent practical experience in 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 processes, budgets, and serving 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.
- Exceptional communication skills with the ability to influence senior stakeholders, including CEO and Board-level audiences, and the confidence to challenge assumptions with evidence-based insights.
- Strong leadership skills with a track record of building, mentoring, and scaling high-performing teams.
- A curious, hands-on, technology-forward mindset, with a genuine interest in how AI is transforming insights and research, alongside a solid 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 a unique ecosystem that spans connectivity, transactions, and identity. This role is ideal for someone eager to create innovative products and solutions that impact millions. As a certified Top Employer, JazzWorld is committed to global workplace standards and fostering an inclusive environment where diverse talent thrives. The culture encourages continuous learning, scaling ideas, and turning ambitious concepts into category-leading businesses.

Application Deadline: 15 October 2026