Organization: Raqami Islamic Digital Bank Limited

We’re Hiring: Head of Customer Experience

Location: Karachi
Qualification: Bachelor’s / Master’s in Business Administration, Marketing, Customer Experience, or a related field
Experience: 8–10 years of relevant experience in Customer Experience, Service Quality, or Customer Operations (preferably within banking or financial services)

We’re looking for a Head of Customer Experience to lead and enhance end-to-end customer journeys across digital and physical touchpoints, driving service excellence and a customer-first culture across the Bank.

Key Requirements:

• Proven experience in customer experience strategy and service excellence
• Strong understanding of digital banking platforms and customer journeys
• Experience in defining CX metrics, governance, and service quality frameworks
• Excellent stakeholder management and leadership skills
• Strong analytical, communication, and problem-solving abilities

Responsibilities:

• Define and lead the Bank’s customer experience strategy across all channels
• Oversee customer journeys across digital platforms, contact centers, and in-branch interactions
• Drive continuous improvement using customer feedback, data, and insights
• Collaborate with Product, Technology, Operations, Risk, and Compliance teams
• Establish and monitor CX KPIs, service standards, and governance frameworks
• Embed a customer-centric culture across the organization

If you are passionate about building exceptional customer experiences in digital banking, apply now at careers@raqamidigital.com