Unit Head – Customer Experience & 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, you will shape digital CX strategies, drive onboarding initiatives, and lead customer acquisition campaigns across mobile and self‑service channels.

Key responsibilities

• Define and implement customer‑experience strategies for mobile apps, self‑onboarding, and other digital channels, ensuring compliance and a customer‑centric design.
• Monitor digital onboarding and payment journeys, identify friction points, and optimise user flows to increase adoption and reduce complaints.
• Plan, design, and launch acquisition and engagement campaigns aligned with product launches, regulatory deadlines, and business objectives.
• Coordinate with cross‑functional teams to ensure campaigns meet SBP guidelines, manage end‑to‑end execution, and track performance metrics such as ROI, adoption rates, and engagement levels.
• Prepare post‑campaign evaluation reports and communicate insights to senior stakeholders.

Required profile

• Minimum graduation (Bachelors/Masters) in Science, Business Administration, Design or a related field recognized by HEC Pakistan.
• At least 6 years of experience in banking, financial services, telecom or fintech, with a minimum of 3 years in customer onboarding, digital onboarding, UI/UX or related functions.
• Excellent communication, analytical, problem‑solving, and stakeholder‑management skills.
• Adaptability to evolving project needs and strong execution & delivery capabilities.

Required skills

What we offer

• Opportunity to lead a strategic unit within a leading national bank.
• Remote work flexibility.
• Competitive compensation and benefits aligned with senior‑level responsibilities.