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

About the role

The National Bank of Pakistan is seeking a senior leader to head its Customer Experience and Onboarding unit. Reporting to the Wing Head, the role will drive digital CX strategy across mobile and self‑service channels, ensuring a compliant, customer‑centric journey that builds trust and adoption.

Key responsibilities

• Define and implement customer experience strategies for mobile apps, self‑onboarding and other digital channels.
• Monitor digital onboarding and payment journeys, identify friction points and optimise user flows.
• Plan, design and launch acquisition and engagement campaigns aligned with product launches, regulatory deadlines and business objectives.
• Coordinate cross‑functional teams to ensure campaigns are compliant with SBP guidelines and customer‑centric.
• Manage end‑to‑end campaign execution, including creative development, approvals, rollout and performance tracking.
• Prepare post‑campaign evaluation reports and continuously improve ROI, adoption rates and complaint reduction.

Required profile

• Minimum graduation (Bachelors/Masters) recognised by the HEC of Pakistan, preferably in Science, Business Administration or Design.
• At least 6 years of experience in banking, financial services, telecom or fintech, with a minimum of 3 years in customer onboarding, digital onboarding or UI/UX.
• Excellent communication, analytical and problem‑solving abilities.
• Strong adaptability, execution focus and stakeholder‑management skills.

Required skills

What we offer

• Opportunity to shape digital customer experience for a leading national bank.
• Leadership role with significant strategic impact.
• Competitive compensation package.