Unit Head – Customer Experience and Onboarding (AVP / VP)

"The Nation's Bank", National Bank of Pakistan aims to support the financial well-being of the Nation along with enabling sustainable growth and inclusive development through its wide local and international network of branches. Being one of the leading and largest banks of Pakistan, National Bank of Pakistan is contributing significantly towards socioeconomic growth in the country with an objective to transform the institution into a future-fit, agile and sustainable Bank.

In line with our strategy, the Bank is looking for talented, dedicated and experienced professional(s) for the following position in the area of Digital Banking.

The individuals who fulfill the below basic-eligibility criteria may apply for the following position:

Position / Job Title:Unit Head Customer Experience and Onboarding (AVP / VP)

Reporting to:

Wing Head Self Remote & RDA

Educational /Professional Qualification:

• Minimum Graduation or equivalent from a local or international university / college /institute recognized by the HEC of Pakistan
• Candidate having a Bachelors / Masters degree (recognized by the HEC) in Science /Business Administration / Design or relevant field would be preferred

Experience:

• Minimum 06 years of experience in Banking and / or Financial Institution(s) and / orTelecom and / or Fintech, out of which minimum 03 years of experience in CustomerOnboarding and / or Digital Onboarding and / or User Interface / User Experience
• Preference will be given to the candidates with at least 03 years of relevant experience incustomer onboarding

Other Skills / Expertise / Knowledge Required:

• Excellent communication skills
• In-depth analytical and problem-solving skills
• Adaptability to evolving project need
• Execution & Delivery
• Stakeholders Management

Outline of Main Duties / Responsibilities:

Digital Customer Experience Leadership

• To define and implement customer experience strategies across Mobile App, SelfOnboarding etc.
• To ensure consistent, compliant, and customer-centric experience design across all digitalchannels onboarding channels to build trust, drive adoption, and reduce complaints
• To monitor customer journeys for digital onboarding and payments services to identifyfriction points and optimize user flows

Campaign Launch and Management

• To plan, design, and launch customer acquisition and engagement campaigns for MobileApp, Self Onboarding etc.
• To develop campaign calendars aligned with product launches, regulatory deadlines, andbusiness objectives
• To coordinate with cross functional teams to ensure campaigns are compliant, customer-centric, and aligned with SBP guidelines
• To manage end-to-end campaign execution, including creative development, approvals,rollout, and monitoring
• To track campaign performance metrics (ROI, adoption rates, engagement levels,complaint reduction) and prepare post-campaign evaluation reports
• To ensure timely communication to customers through digital channels (push notifications,SMS, email, in-app banners) to maximize reach and impact
• To collaborate with Marketing Group, vendors and agencies for campaign design, digitalmedia placement, and customer outreach
• To create customer education materials (videos, guides, FAQs, digital media) to supportonboarding awareness
• To continuously refine campaign strategies based on analytics, customer feedback, andSBP expectations

Product Governance & Compliance

• To develop and maintain Product Program Document (PPD) in line with SBP directives
• To coordinate with Compliance / Risk / IS teams for compliance of Regulators guidelines

Team Management & Training

• To lead and mentor the customer experience & onboarding team, fostering collaborationand accountability
• To conduct product and campaign training sessions for cross-functional teams
• To oversee performance management, workload allocation, and professional developmentof team members
• To build a culture of innovation, digital-first thinking, and customer-centricity

Documentation & Reporting

• To draft, update, and refine SOPs for customer experience and onboarding processesacross digital channels
• To ensure SOPs are aligned with SBP regulations and digital banking policies
• To maintain a centralized repository of product manuals, SOPs, training guides, andcompliance documentation
• To present insights to senior leadership to support strategic decision-making
• To perform any other assignments as assigned by the supervisor(s)

Place of Posting:

Karachi 

Assessment Interview(s)

Only shortlisted candidates strictly meeting the above-mentioned basic eligibility criteriawill be invited for panel interview(s).

Employment Type:

The employment will be on contractual basis for three years which may be renewed ondiscretion of the Management. Selected candidates will be offered compensationpackage and other benefits as per Banks Policy / rules.

Apply within 10 working days from the date of this job posting.

Applications received after due date will not be considered in any case. No TA / DA will be admissible for interview.

National Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of gender, religion, or disability.

Responsibilities