Manager / Assistant Manager – Customer Experience Reporting

Position: Manager / Assistant Manager – Customer Experience Reporting

Location: Karachi

Position Overview

The Manager / Assistant Manager – Customer Experience Reporting will ensure the design and implementation of customer experience across all channels. Should ensure delivery of reporting frameworks that provide actionable insights into customer interactions, satisfaction, and operational performance. The person should be aware of Usability, Customer journey mapping and other CX tools and techniques. This role ensures that customer experience strategies are data-driven, measurable, and continuously optimized so that transparent and actionable reporting is available for making informed decisions that enhance customer satisfaction and loyalty

Key Responsibilities

• Develop and maintain dashboards, scorecards, and reports on CX metrics (CSAT, NPS, CES, churn, etc.).
• Perform usability tests, do customer journey mapping and use other tools to ensure smooth Customer experience is delivered at 360 degrees.
• Awareness of quality assurance tools/ techniques.
• Have been part of app or website development.
• Aware of user experience design principles.
• Should be able to use sampling techniques and conduct surveys along with loop closures.
• Ensure data accuracy, consistency, and compliance with governance standards.
• Provide insights and recommendations to improve customer satisfaction and loyalty.
• Collaborate with CX, operations, and IT teams to enhance reporting capabilities.
• Automate reporting processes and drive continuous improvement.

Requirements

• Bachelor’s degree.
• 3-7 years of experience in customer experience management, reporting, analytics.
• Strong knowledge of BI tools, excel and regulatory reporting
• Excellent analytical, problem-solving, and communication skills.

Strengths

• Ability to simplify complex data into clear insights.
• Strong leadership and stakeholder management skills.
• Customer-centric approach with a focus on measurable impact.