Taha Amin

Improving product experiences of Jazz Digital Assets such as ROX, Fikree, ApnaClinic, SIMOSA, JazzCash by designing friction-less user journeys, smooth in-App workflows that increase App usage, brand loyalty & lead to product growth

• Collaborating with product owners for creating Product communication content, which is customer centric, brand consistent, regulatory compliant & legally secure
• Part of Call Centre - call volume reduction initiative focused on creating customer awareness about self-service channels & increasing usage of these channels
• Conducting analysis of Helpline Work code data & call logs on an ongoing basis to identify customer pain points / nature of complaints, requests & queries & highlight areas for intervention
• Leading integration of AI solutions into internal systems to streamline & automate process flows for all types of B2C CX touch points such as self-service Digital Apps, Helpline IVRs, Email, Social media channels leading to TAT reduction & better service delivery
• Increasing customer engagement on Jazz Digital Assets via innovative Loyalty activities & customer centric offerings based on customer segments, profiling & usage behavior
• Managing technical integrations & data sourcing via Data Warehouse (DWH) / Business Intelligence (BI) teams & development of automated portals to capture / record data & prepare dashboards for management visibility
• Coordinating with Product Managers, Call Center Operations, Digital VAS / Apps teams, Channel Planning, Regulatory, Compliance, Legal, Procurement, Technology, vendors & external stakeholders to ensure smooth execution of initiatives

• Led quantitative & qualitative research aimed at generating insights for identification of consumer preferences in areas of Product, Pricing, Services, Network & Digital domains
• Captured Voice of Customer via Call/SMS/Online/F2F surveys, In-depth interviews (IDIs), Focus Group Discussion (FGDs) & Market intercepts to generate value added consumer insights
• Monitored CX KPIs on regular basis such as NPS, CSAT, Ease of Use (EOU) & Voice of Customer trends & performed root cause analysis pertaining to issues faced by customers & introduced better Loop closure mechanisms
• Managed end-to-end research projects, including defining project scope, research methodology, objectives, timelines, deliverables, budgets, vendor selection & management
• Designed frameworks that limit brand, regulatory & legal risks for the organization

• Performance Reporting of various Marketing campaigns & identifying areas of intervention
• Conducted Pre & Post Analysis & reported campaign KPIs
• Executed targeted broadcasts sent to customers based on customer segmentation & profile

• Worked on quantitative & qualitative research projects for public & private sector clients
• Prepared financial & technical proposals for research projects including costing, methodology & sampling
• Managed Customer satisfaction (CSAT) & Brand Health Tracking (BHT) studies for telecom sector
• Conducted mystery shopping visits to ECs, franchises & mystery calls on helpline to gauge compliance with SOPs
• Analyzed telecom KPIs such as brand awareness/consideration, intention to use, Brand Used Most Often (BUMO), Net Promoter Score (NPS) at regional/age/gender/SEC level & provided insights on various segments
• Conducted pre & post launch -Ad campaign evaluations using Ad-Testing models such as EPIC
• Analyzed marketing campaigns across various parameters such as customer likeability /relevance/ visibility/ uniqueness/ brand recognition to gauge marketing campaign effectiveness
• Handled Coverage Evaluation Survey (CES) project conducted for World Health Organization (WHO)
• Prepared report on primary & secondary education participation rates in Punjab for Adam Smith International (ASI)

• Managed communication with Power sector regulator (NEPRA) on hydel project related matters & issues
• Involved in process mapping & documentation of critical financial processes to optimize operational efficiency
• Prepared financial reports & conducted budget planning & variance control analysis
• Corresponded with banks for investment of company funds & processing of official payments through bank
• Prepared service agreements with vendors & ensured compliance in line with agreements

• Conducted research & analysis on policy matters related to Telecom, Automobile, Education & Textiles sectors
• Prepared policy notes on condition of State-Owned Enterprises such as PIA, Railways & other entities
• Prepared annual reports for the Commission highlighting steps taken by Commission for promoting competition
• Handled correspondence, data collection & meetings with stakeholders such as industry regulators, government ministries, consumer welfare organizations, Trade associations & Corporate entities