Expert Insurance Experience - JazzCash

Grade Level : L2 Location :

Islamabad Last Date to Apply :

18th September 2025

Overview Expert Insurance Experience will be the custodian of JazzCash's insurance customer experience, with a sharp focus on claims management, journey mapping, and service excellence. This role ensures customers enjoy seamless, transparent, and trusted journeys — from awareness to claims settlement. By driving service improvements and customer delight, the role will directly contribute to positive word of mouth and advocacy for JazzCash's insurance business.

Responsibilities

Claims Management & KPIs : Lead insurance claims processes, ensuring KPIs for turnaround time, settlement accuracy, and customer satisfaction are consistently met.

Claims Awareness & Education : Design and execute customer education campaigns that build trust, transparency, and awareness of claims processes across digital and assisted channels.

Customer Journey Mapping : Map end-to-end customer journeys, identify friction points, and drive digital enablement to create convenience and seamless experiences.

Complaints Management & RCA : Manage escalated complaints with empathy and efficiency. Conduct comprehensive Root Cause Analysis (RCA) to address systemic issues and minimize repeat complaints.

Digital Enablement & Innovation : Use digital tools, automation, and self-service channels to simplify processes and deliver hassle-free, customer-first solutions.

Customer-Centric Strategies : Implement creative service strategies to resolve complaints effectively, improve claims success, and strengthen customer trust.

Market Research & Insights : Conduct ongoing research on competitor products and journeys to benchmark best practices, identify gaps, and suggest improvements.

Experience Metrics (NPS & WOM) : Contribute directly to improving JazzCash Insurance's Net Promoter Score (NPS) and ensure that every touchpoint builds positive word of mouth for the insurance business.

Requirements

Bachelor's degree in Business, Marketing, Finance, or related field.

2-4 years of experience in customer experience, insurance operations, or digital financial services.

Strong understanding of claims processes, journey design, and complaint resolution.

Analytical skills for RCA and turning insights into actionable improvements.

Excellent communication skills (Urdu & English) with strong customer empathy.

Ability to collaborate cross-functionally with Product, Tech, CX, and Insurance partners.

Familiarity with NPS, CSAT, or similar experience measurement tools.

Benefits Why Join JazzCash?

As one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.

This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

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

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