Lead CX Voice and Vitality

About This Job

Habib Bank Limited (HBL) has advertised a vacancy for the position of Lead - CX Voice and Vitality, based at HBL's Dolmen City offices in Karachi within the bank's Customer Experience function. The role is centred on developing and managing HBL's enterprise Voice of Customer (VoC) framework, capturing feedback across every channel and touchpoint — surveys, complaints, digital platforms, contact centres, branches, social media and relationship teams — and establishing governance routines to monitor customer-experience performance while feeding insights into the bank's FTC and BC&FRF compliance efforts. The lead will prepare executive-level CX dashboards and management reports, present key findings and recommendations to senior management, and develop and monitor metrics covering NPS, CSAT, CES, complaint handling and branch/contact-centre service-quality indicators, while ensuring regulatory surveys such as CAF external surveys are carried out at the prescribed frequency.

Candidates need a Bachelor's degree in Marketing, Data Science, Research, Business Analytics or a related field, along with eight to ten years of experience in data analytics, business intelligence or a similar analytical discipline. HBL notes that proficiency in Excel, research tools and data visualization is preferred, and that prior experience in banking or another service industry will be considered an advantage given the regulatory and customer-facing context of the role.

Interested candidates should apply online through HBL's official careers portal at HBL People (hblpeople.com), linking through to the bank's Oracle-hosted recruitment platform; no postal, email or walk-in application route is mentioned. The vacancy was posted on 17 September 2026 and will remain open for applications until 30 September 2026, after which shortlisted candidates will be contacted directly by HBL's HR team.

Job Information

Commission / Board

HBL

Place of posting

Anywhere in sindh

City

Karachi

Postal Code

74000

Domicile

All Punjab Basis

Age (Male)

18–35 years

Age (Female)

18–35 years

Salary / BPS

As per HBL's approved compensation structure for the role

Advt. date

17 September 2026

Last date

30 September 2026

Qualification Required

• Qualification: Bachelor's degree in Marketing, Data Science, Research, Business Analytics or a related field.
• Experience: 8-10 years in Data Analytics, Business Intelligence or a similar role; banking/service-industry experience an advantage.

Important Dates

1. Advertisement Published17 September 2026
2. Last Date to Apply30 September 2026

How to Apply

1. Visit HBL's official careers portal at hblpeople.com or the direct job listing on HBL's Oracle recruitment site.
2. Create/sign in to a candidate profile and complete the online application for this Lead - CX Voice and Vitality role.
3. Submit before the 30 September 2026 deadline; shortlisted candidates will be contacted directly by HBL's HR team for further stages.

Additional Details

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