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 from all backgrounds, regardless of gender, social status, religion, belief, or disability. With a vision to become the largest technology player and a national champion in Pakistan’s digital transformation, PTCL operates under core values that emphasize resilience, ambitious thinking, winning spirit, and valuing success.

Key Responsibilities
You will lead the development and execution of the Customer Care strategy, leveraging customer insights and performance data to drive transformation initiatives. This role involves analyzing operational, customer, and interaction data to identify key drivers of customer experience and prioritize improvement opportunities. You will translate these insights into actionable, measurable plans that span multiple functions, supporting the evolution of Customer Care from a primarily operational focus to an insight-driven, customer-experience-oriented model. Responsibilities include creating an annual Customer Care strategy and maturity roadmap, conducting periodic executive reviews of customer experience insights and performance, and managing a portfolio of customer performance and transformation projects with clear ownership, milestones, and outcome metrics. You will also be responsible for reducing repeat contacts, failure demand, complaints, and other critical pain points through targeted interventions, as well as developing and maintaining comprehensive customer journey maps.

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

Preferred Qualifications and Benefits
Strong competencies in advanced data analytics and statistical modeling are essential, along with expertise in BI dashboarding and data visualization. Proficiency in SQL, data extraction, and data management is also required to effectively handle and interpret complex datasets.

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

Joining PTCL means becoming part of a forward-thinking organization that values innovation, diversity, and the continuous development of its people while playing a key role in shaping Pakistan’s digital future.