Head of Customer Advocacy & Market Insights

Grade L4 | Location: Islamabad

JazzWorld, Pakistan’s fastest-growing digital ecosystem, serves over 100 million customers across connectivity, financial services, entertainment, lifestyle, enterprise, and software sectors. Understanding customer needs, behaviors, and future demands is central to every business decision. As the Head of Customer Advocacy & Market Insights, you will lead JazzWorld’s core Customer Insights function, delivering rigorous research and embedding the customer’s voice into every product and strategy. This role requires building a unified, ecosystem-wide view of the JazzWorld customer that no individual business can achieve alone. You will champion an AI-driven approach to research and insights, ensuring fast, scalable, and predictive decision-making at the highest levels of the organization.

Key Responsibilities
- Act as the central research and insight partner for all JazzWorld businesses, balancing individual business needs with ecosystem-wide priorities.
- Translate business questions into robust quantitative and qualitative research designs, establishing methodology and quality standards for all research activities.
- Manage the entire research supply chain, including agency selection, procurement, scoping, budgeting, and delivery, ensuring value for money in every study.
- Integrate AI and automation throughout the research process—from questionnaire design and fieldwork monitoring to predictive modeling and automated synthesis—advancing 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, while adhering to privacy, consent, and regulatory standards.
- Convert complex research findings into clear, board-ready narratives, advocating the customer perspective at Executive Committee and Board meetings, and linking insights to commercial and strategic outcomes.
- Define ecosystem-wide customer experience standards and metrics alongside CX teams, influencing major product launches and journey redesigns with evidence-based challenges when necessary.
- Lead and develop the Customer Insights team across research, analytics, and storytelling, maintaining the function’s leadership in research technology and AI platforms.

Required Qualifications
- Over 10 years of experience in consumer or market insights, analytics, or related fields, including leadership of teams.
- Master’s degree in Business, Marketing, Economics, or related fields preferred; strong working knowledge or hands-on experience in Computer Science, Data Science, or related technical disciplines is highly valued.
- Demonstrated expertise in both quantitative and qualitative research methodologies, with proficiency in advanced analytical techniques.
- Proven track record managing research agencies, procurement, 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.
- Strong presentation and influencing skills, with experience engaging senior stakeholders including CEO and Board-level audiences, and the ability to challenge assumptions with evidence.
- Effective people leader with experience building, mentoring, and scaling high-performing teams.
- A curious, hands-on, technology-forward mindset with a genuine interest in AI’s impact on insights and research, alongside a solid understanding of data privacy and responsible customer data use.

Preferred Qualifications and Benefits
JazzWorld offers a unique opportunity to build products and solutions that impact millions nationwide. With the combined reach of Jazz Telco and shared capabilities across connectivity, transactions, and identity, you will have the power to transform ideas into category-leading businesses. This role is not about maintaining the status quo but creating what comes next—building, scaling, learning, and repeating.

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

Application deadline: 15 October 2026.