# Expert Experience Design - Cloud & Fixed Connectivity > JazzWorld · Islamabad, Pakistan · — · Posted 2026-06-08 **Workplace:** on_site **Department:** B2B Channel Planning, Development & Insights ## Description **Grade Level:** L2 **Location:** Islamabad **Last Date to Apply:** 12th June 2026 **What is Expert Experience Design – Cloud & Fixed Connectivity?** The **Expert** **Experience Design – Cloud & Fixed Connectivity** is a strategic and technical role responsible for designing and enhancing end-to-end customer experiences across Jazz Business **Cloud Services and Fixed Connectivity solutions**. The role focuses on **customer journey design, operational experience improvement, and service delivery optimization** across the lifecycle of enterprise cloud and connectivity solutions. The candidate will ensure seamless onboarding, provisioning, support, and lifecycle management for B2B customers while driving operational efficiency and superior customer experience. The role reports directly to the **Stream Head, CX Design & Management** with an extended team of **2 members**. **What Does Expert Experience Design – Cloud & Fixed Connectivity do?** **Key Responsibilities** **Journey Design & Optimization** - Design and optimize **end-to-end customer journeys** for Jazz Business **Cloud and Fixed Connectivity services** using design thinking methodology. - Develop comprehensive **journey maps and service workflows** across sales, provisioning, activation, billing, support, and renewal stages. - Identify **customer pain points, operational bottlenecks, and service gaps** across enterprise connectivity and cloud products. - Collaborate with product, network, and service delivery teams to continuously improve service experiences. **Documentation & Reporting** - Develop and maintain **Digital CX Playbooks** for Cloud and Fixed Connectivity services. - Document **service provisioning flows, escalation paths, and troubleshooting procedures**. - Prepare reports on: - Service delivery timelines - Fault resolution performance - Customer satisfaction metrics - Journey improvement initiatives. **CX Framework Development** - Develop a **comprehensive CX framework** covering Cloud and Fixed Connectivity services. - Establish **standards and governance for enterprise service experience management**. - Ensure consistency of experience across **support channels, field teams, NOC operations, and customer touchpoints**. **Technical Experience & Continuous Improvement** - Stay updated on **cloud platforms and enterprise connectivity technologies**. - Drive **automation and digitization** across support and provisioning processes. - Participate in **post-incident reviews and RCA analysis** to improve service reliability. - Work closely with **Network Operations, Product, and IT teams** to resolve complex service issues. - Monitor **service performance and operational KPIs** for enterprise cloud and connectivity services. **Journeys & Service Flow Optimization** - Analyze customer lifecycle journeys including: - **Customer onboarding** - **Service provisioning** - **Billing and service assurance** - **Technical support and incident management** - Improve **activation timelines and support resolution processes**. - Enable **digital self-service capabilities for enterprise customers**. **Key Deliverables** - End-to-end **Cloud & Fixed Connectivity Customer Journey Maps** - **VOC (Voice of Customer) Framework** and feedback analysis - **CX Performance Dashboards** - **Service Support Workflow Optimization** - **CX Playbooks & Standard Operating Procedures** - **Root Cause Analysis and Service Improvement Reports** _JazzWorld is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees._ ## Requirements - Bachelor’s or Master’s degree in **Computer Science, IT, Telecommunications, or related fields**. - **4–5 years of experience** in cloud services, enterprise connectivity, or telecom B2B service management. - Experience with **Cloud platforms (AWS, Azure, GCP)** and enterprise connectivity solutions such as **DIA, MPLS/IP VPN, SD-WAN, and Business Fiber**. - Experience designing **customer journeys and service workflows** in telecom or enterprise technology environments. **Soft Skills & Technical Skills** **Technical Expertise** Strong understanding of **cloud infrastructure, enterprise networking, telecom connectivity solutions, and security frameworks**. **Customer-Centric Mindset** Ability to align technical services with **enterprise customer needs and business outcomes**. **Root Cause Analysis** Strong capability in **incident analysis, service troubleshooting, and operational improvement**. **Data-Driven CX** Experience tracking and analyzing CX metrics including **NPS, CSAT, CES, MTTR, and service delivery KPIs**. **Collaboration & Stakeholder Management** Ability to work cross-functionally with **product, network, IT, service delivery, and support teams**. **Journey Mapping & Service Design** Expertise in **service design, process mapping, and operational workflow optimization**. **Communication** Ability to translate **technical service issues into business and customer impact narratives**. ## Benefits **Why join JazzWorld?** As a certified Top Employer, JazzWorld reflects workplace standards benchmarked against leading global organizations, demonstrating our commitmnet to creating an environment where people can thrive and perform at their best. Our teams are driven by the belief that every JazzWorld employee should be inspired to live better every day, enabled by forward-looking leadership, an open culture, meaningful work, and continuous opportunities to learn and grow. Our core values - Customer Obsession, Truthful, Innovation, Collaboration, and Entrepreneurial shape how we think, decide, and lead. They encourage us to challenge convention, act with accountability, work as one team, and create solutions that truly matter for our customers and communities. As Pakistan's largest digital operator, JazzWorld serves over 100 million through connectivity, digital services, financial inclusion, entertainment, and insurance. Joining us means being part of transformation at a national scale; expanding access, unlocking opportunity, and building a more connected digital future. At JazzWorld, everything we do is rooted in one shared ambition. This purpose defines how we work, the progress we enable, and the difference we strive to make every day a Better Life For All. ## Apply [Apply at JazzWorld](https://apply.workable.com/pakistan-mobile-communication-limited-pmcl/j/7A9F2C16B1/apply) --- Powered by [Workable](https://www.workable.com)