Assistant Director Product Experience

Join easypaisa as the Assistant Director Product Experience, a customer-centric leadership role within the Product Team. You will be responsible for enhancing digital product experiences with the primary objective of increasing digital adoption and reducing user friction across the app journey. This role focuses on minimizing customer complaints, deflecting call center volumes, and designing seamless in-app journeys that solve user pain points.

Managing a team, you will play a strategic role in designing, optimizing, and executing user-focused improvements that contribute to cost efficiency, service quality, and business growth. This is a leadership opportunity for a motivated CX & PX champion who blends empathy, design thinking, and product execution to elevate the user experience of Pakistan's leading digital financial platform.

Duties and Responsibilities:

1. Product Experience Strategy: Define and execute the product experience strategy for high-impact areas of the easypaisa app, aligned with digital adoption and CX efficiency goals.
2. Call Deflection & Complaint Reduction: Identify pain points across customer journeys that generate high complaint or call center traffic. Prioritize and lead experience optimizations that reduce these contacts.
3. Experience Optimization: Design and implement seamless in-app workflows and UI/UX enhancements that preemptively address customer frustrations and enhance self-service capabilities.
4. Journey Mapping & User Insights: Lead customer journey mapping exercises, leveraging research, user feedback, complaint data, and call logs to pinpoint improvement opportunities.
5. Agile Delivery & Execution: Collaborate with product managers, design, and engineering teams to deliver experience improvements through agile sprint cycles.
6. Stakeholder Collaboration: Work closely with CX, Operations, Call Center, Research, Risk, Compliance, and Product squads to implement experience strategies and align solutions.
7. Performance Tracking & KPIs: Define and track KPIs related to customer satisfaction, call volume reduction, NPS, and digital adoption metrics.
8. Team Management: Lead and coach a team of CX-focused professionals, ensuring ownership, accountability, and continuous development.
9. Performance Metrics: Define and track key performance indicators (KPIs), initiating data-driven improvements for heightened user engagement and sustained product growth. Conduct open loop and closed loop funnel analyses to ensure a seamless user experience for easypaisa users.
10. Growth Initiatives: Formulate strategic growth and communication initiatives to guarantee the attainment of penetration and revenue targets.
11. The incumbent shall be responsible to adhere by easypaisa bank limited Behaviours (Be Respectful, Keep Promises, Always Explore and Create Together) in all aspects of his/her work conduct.

If you are a strategic thinker with a proven track record in product and team management, ready to steer a diverse core products portfolio, we invite you to apply. Contribute to the continued success of easypaisa in the digital financial services sector by spearheading innovation, fostering collaboration, and mastering portfolio management.

Direct Reports:

Product Managers (CX)

Role Relationship

Internal

• Risk/Compliance
• Engineering/ Technology/ Operations
• CX Squad Team/ Scrum
• Design Team
• Research Team
• Marketing
• Growth Team
• BI/ Analytics Team
• Finance
• Product Squads

External

• SBP
• Vendors/solution providers
• Partners
• Call Center Partners

Knowledge and Experience

Education:
Bachelor's/ Master Degree

Experience:
7 years +

Behavioral Skills & Competencies:

• Strong user empathy with a customer-first mindset
• Proven leadership skills with experience managing small, high-performing teams
• Excellent communication and collaboration skills
• Analytical and data-driven decision-making approach
• Strong project and stakeholder management abilities
• Familiarity with agile delivery frameworks and cross-functional execution
• Ability to translate user insights into actionable product and process improvements
• Enthusiastic about solving real-world problems and reducing customer effort
• Comfortable challenging the status quo to improve user outcomes
• Inspire and motivate cross-functional teams towards a shared vision.
• Foster a collaborative and inclusive environment that encourages innovation.
• Demonstrate resilience and agility in responding to challenges and shifting priorities.
• Clearly articulate ideas to both technical and non-technical stakeholders.
• Ensure open and transparent communication for informed decision-making.
• Cultivate a cooperative culture, encouraging diverse perspectives and teamwork.
• Encourage and embrace a culture of innovation, inspiring teams to explore new ideas.
• Maintain a deep understanding of customer needs, ensuring alignment with user expectations.
• Advocate for customer-centric design throughout the product development lifecycle.
• Make informed and timely decisions based on data, market insights, and business priorities.
• Encourage open dialogue and create a supportive environment for conflict resolution.