Head of Customer Advocacy & Market Insights

Grade: L4

Location: Islamabad

Bring the voice of 100 million+ customers into every JazzWorld decision

JazzWorld is Pakistan’s fastest-growing digital ecosystem, spanning connectivity, financial services, entertainment, lifestyle, enterprise and software services. Every one of those businesses depends on understanding the customers behind it: what they need, how they behave and what they will want next.

As Head of Customer Advocacy & Market Insights, you will lead JazzWorld's central Customer Insights function. You will deliver rigorous research, surface the insights that matter most and embed the voice of the customer in every product. Because the role serves the whole ecosystem, you will build a connected view of the JazzWorld customer that no single business can see on its own.

We are looking for a leader who combines research rigor with an AI-first approach to gathering, analyzing and delivering insight, so the function can move fast and scale. You will be JazzWorld's principal voice of the customer in its most senior forums.

What you’ll own

• Serve as the central research and insight partner for every JazzWorld business, shaping a prioritized agenda that balances each business’s needs with ecosystem priorities.
• Turn business questions into robust quantitative and qualitative research designs, and set the methodology and quality standards that all JazzWorld research follows.
• Own the full research supply chain, from agency selection and procurement to scoping, budgeting and delivery, ensuring every study delivers real value for money.
• Build AI and automation into every stage of the work, from questionnaire design and fieldwork monitoring to predictive modelling and automated synthesis, moving the function toward predictive and prescriptive insight.
• Partner with data, analytics and technology teams to connect research, behavioral data and customer feedback into one view of the JazzWorld customer, in line with privacy, consent and regulatory requirements.
• Turn complex findings into clear, board-ready narratives, and champion the voice of the customer at ExCo and Board, linking customer behavior to commercial and strategic outcomes.
• Set ecosystem-wide customer experience standards and metrics with each business’s CX team, and bring the customer lens to major launches and journey changes, with the standing to challenge where the evidence points elsewhere.
• Lead and develop the Customer Insights team across research, analytics and storytelling, and keep the function at the leading edge of research technology and AI platforms.

What success looks like

• Every JazzWorld business treats Customer Insights as its go-to research partner, working from one prioritized, ecosystem-wide agenda.
• Research is delivered faster and at consistently high quality, to common standards and with clear value for money.
• A connected, increasingly individual view of the JazzWorld customer informs decisions across the ecosystem.
• AI is embedded across research and analysis, and insight shifts from explaining what happened to anticipating what customers need next.
• The voice of the customer visibly shapes strategic, product and portfolio decisions at ExCo and Board, and every business tracks the same customer metrics.
• The team has the research, analytics and storytelling depth to scale with the ecosystem, and evidence-based decision-making is part of how JazzWorld works.

Requirements

You may be a strong fit if you:

• Bring 10+ years of experience in consumer or market insights, analytics or a closely related field, including experience leading teams.
• Ideally hold a Master’s degree in Business, Marketing or Economics, combined with a background or strong working knowledge of Computer Science, Data Science or a related technical discipline; equivalent hands-on exposure to analytics and technology will also be considered.
• Have proven expertise across quantitative and qualitative research methodologies, with genuine comfort in advanced analytical techniques.
• Have hands-on experience managing research agencies, research procurement and budgets, alongside a broad portfolio of internal clients.
• Have explored or deployed AI and automation tools in a research, analytics or insights context, such as AI-assisted transcript analysis, predictive modelling or automated reporting.
• Excel at presenting to and influencing senior stakeholders, including CEO and Board-level audiences, with polished communication and the credibility to challenge assumptions and drive decisions grounded in evidence.
• Are a strong people leader who has built, mentored and scaled high-performing teams.
• Bring a curious, hands-on and technology-forward mindset, a genuine appetite for how AI is reshaping the insights and research industry, and a sound understanding of data privacy and the responsible use of customer data

Benefits

Why JazzWorld

JazzWorld is building Pakistan’s next-generation digital services platform.

Here, you will build products and solutions that solve real problems at national scale. The reach of Jazz Telco, combined with shared capabilities across connectivity, transactions and identity, gives builders the power to take an idea from zero to tens of millions.

You will not simply run what already exists. You will create what comes next—turning ambitious ideas into products, products into businesses and businesses into category leaders.

Build. Scale. Learn. Repeat.

As a certified Top Employer, JazzWorld is committed to global workplace standards and an inclusive environment where diverse talent can thrive and perform at their best.

Apply by: 15 October 2026