As part of its ongoing engagement with customers and partners, JazzCash leadership visited key touchpoints across Karachi to gather insights and further strengthen service delivery.
The visit comes as Pakistan’s digital payments ecosystem continues to scale rapidly, with JazzCash processed over PKR 15 trillion last year, equivalent to around 13% of the country’s GDP. From call centers to Mobilink Microfinance Bank branches and frontline merchants, the visit brought leadership closer to the interactions that power one of the country’s largest digital financial ecosystems.
JazzCash recently reached 1 million Raast QR merchants to drive the Prime Minister of Pakistan’s cashless economy initiative, with expectations around speed, reliability and ease of use continuing to rise as the platform scales. Merchants highlighted how Raast QR is reducing cash handling and improving business efficiency, while also pointing to opportunities to further enhance speed and reliability. These insights are central to how JazzCash continues to evolve, ensuring that scale is matched with simplicity, performance and trust.
At JazzCash, customer experience is embedded across the organisation, with Haris Bin Javed, leading this effort. He brings over 15 years of experience across digital platforms and customer-facing roles in telecommunications, FMCG and technology across Pakistan and the Middle East and North Africa.
He joined JazzCash at a time when customer experience is emerging as a key differentiator in Pakistan’s digital payments market. In his previous roles, he led mobility marketing at Uber MENA and served as Global Director of Marketing at Careem, working across 11 markets.
“When a service becomes part of everyday life, customer experience defines the product. Listening directly to customers and partners allows us to identify friction at the source and strengthen the platform so it remains transparent, secure and dependable for millions of Pakistanis,” said Haris.
On this occasion, Murtaza Ali, CEO of JazzCash added: “Customers don’t experience platforms in parts, they experience it as a whole. Our focus is to make every interaction secure, reliable and consistent, at scale.”
As part of the visit, teams also reviewed operational readiness for large-scale government disbursement programmes, including the Benazir Income Support Programme, highlighting the growing role of digital platforms in digitizing payments and accelerating financial inclusion.
