Product Experience Design & Usability Specialist

Grade Level : L1 Location : Islamabad Last date to apply : 23rd November 2025

What is Product Experience Design & Usability Specialist? The role reports directly to the Customer Experience Lead with an extended team of 6 team members. The Product Experience Design & Usability Specialist supports driving new product and service launches using Customer Experience (CX) and design thinking approaches. Responsibilities include :

Support the CX Team Lead to launch new products & services in the Business domain. This involves collecting, studying, and designing user journeys for existing and new product‑service / mobile‑app launch initiatives. Identify ideal customer profiles, map customer journeys, and identify gaps in customer experience across all touchpoints, and develop end‑to‑end journeys with digital / virtual channels to create moments of delight.

Make product prototypes and provide usability tests with real clients. Report critical impacts, recommend risk mitigation, verify design implementation, perform post‑launch analysis, and develop a product experience playbook for use as central guidelines.

Create and implement client‑oriented culture elements inside the Business Division, build empathy skills, coach business functions on the voice of the customer, and train peers on Service Design methodology.

Discover pain points in company products and processes, interact with internal teams (marketing, sales, product development, account management, billing, finance, Legal & CRA), highlight gaps in the customer journey, and conduct cross‑functional workshops using Service Design methodology. Collect, track and analyze customer feedback, measure metrics such as NPS, and make recommendations to improve CX.

Digital Product Management : Lead the development and management of Jazz Business World. Oversee UI / UX design of the Jazz Business World app & portal, work with vendors and developers, ensure timely delivery of features, conduct thorough testing, resolve issues, analyze usage data, monitor KPIs, and optimize performance.

Marketing & Acquisition Strategies : Develop and execute marketing strategies to promote the app among B2B clients using digital marketing, SMS, webinars, and BHL strategies. Plan and manage promotional activities to showcase app functionalities and benefits.

Prepare regular reports on CX projects for management.

Demonstrate excellent written, verbal, and visual communication skills.

Expertise in creating PowerPoint presentations.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Why Join Jazz? As one of the leading employers in the country, Jazz epitomizes a philosophy that each employee passionately lives a better every day. We are inspired by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development. Our core values include truth, entrepreneurial mindset, collaboration, and customer obsession. As one of the largest private sector organizations in Pakistan, we aim to change the lives of 70 million customers for the better. This is an opportunity to be part of a transformative role, driving success and empowering millions with digital tools.

What are we looking for and what does it require?

Bachelor’s or Master’s in Product Design, Industrial Design, Information Systems, Software Engineering.

Certifications in Design Thinking, Project Management, Agile Methodology (plus).

Portfolio with case studies and previous work (link required).

Command of analytics tools (plus).

Minimum 2 years of experience in a similar domain.

Understanding of products / mobile app development frameworks & customer funnels.

Practical knowledge of Design Thinking methodology.

Analytical skills (ability to handle large data, study dependencies, trends, and present conclusions).

Hands‑on experience with usability testing (lab & A / B) and user research.

Well‑versed with tools like Figma, Adobe XD, MS Office with excellent PowerPoint and data analytical skills.

Experience in telecom, fintech, SaaS, or digital platforms (plus).

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