Grade Level: L1
Location: Islamabad
Last Date to Apply: 18th July 2025
What is Process Development Specialist?
- Identify potential areas of improvement and recommend ways to revamp the processes to improve customer experience
- Understand digital products and services to develop processes for enhanced CX
- Research, design, develop and digitalize processes to optimize customer experience
- Collect data for analysis to uncover areas for improvements and innovation
- Document current processes and define target digital process models
- Conduct random audit of processes to evaluate any potential challenges
- Have knowledge of processes on Insurance based business & online marketplace business
The role reports directly to the Manager CX-Process Innovation Team in a 5 people team with an extended team of 17 team members
What Process Development Specialist does?
Key Responsibilities
- Analyze & optimize existing digital processes to increase efficiency & reduce process related cost as well as good customer experience
- AI based solutions to simplify and improve processes
- Develop & Manage dashboards for data analysis to deep-dive and discover process improvements, track process trends, optimize performance, and derive actionable insights
- Collaborate with cross-functional teams, including marketing, pricing, technical and CX to ensure process alignment and cohesive product launch
- Focus on efficient workflow in the business operations functions & achieve full digitalization
- Support CX and Commercial teams for projects impacting processes or customer experience
- Check & provide feedback on digital application workflow
Key Deliverables
- Development, improvement and management of processes and policies
- Ensure CX readiness for handling customer queries, complaints and requests. Provide full support for digital products launch and success
- Enhance Jazz processes customer awareness through digital channels
- A collaborative effort resulting in process simplification, leading towards the transformation journey at Jazz while providing high level customer experience
- Automation and digitization of customer experience and customer processes
- Ensuring the compliance of the processes and prevailing policies
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
Requirements
What are we looking for and what does it require to be Process Development Specialist?
- Graduate from a recognized institute with 5+ years of relevant experience of implementing process improvement related projects
- Having knowledge of insurance, health, EdTech, Fintech based projects
Soft Skills And Technical Skills Required
- Digital Products Process Design/redesign/Management
· Digital Product Lifecycle Understanding
- Six Sigma (Green belt or higher preferred)
- Project Management
- Analytical & Presentation Skills
Technical Skills
· Microsoft Office
· MS Visio/Lucidchart
· AI Tools for research and process improvements
Requirements
As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz 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.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 65 million customers for the better. 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.