29 Customer Insights jobs in South Africa

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• To conduct deep analysis on product performance across all relevant internal metrics for revenue and sales volumes. This includes analysis of macro-economic factors and competitor products.
• To provide feedback, insights, and recommendations on pricing and regional specific deals to the relevant teams in the centre, for the improvement in sales and revenue performance.

• Deep analysis of sales and revenue performance at a customer segment, product, channel, and geographic level.
• Feedback and recommend demand strategies based on product pricing and channel dynamics.
• Support branded and unbranded channels with insights and recommendations on product and channel performance.
• Regional SPOC for CVM, products and services, insights and big data teams based in Head Office.
• Continuous monitoring of competitor products and services.
• Presentation of analysis and recommendations to various stakeholders.
• Drive the local implementation of the CARE and Customer Experience Excellence strategy developed by COPS into the region and counties.
• Work with Channel Managers and Branded/Unbranded Specialists in implementing CXX strategy and executing in-store elements.
• Provide ongoing feedback to COPS for continuous improvements on CXX journey.
• Analyse regional customer base in conjunction with Head Office CVM team to provide insight and recommendations on trends or behaviour of base.
• Customer appreciation trackers, (e.g. tNPS, rNPS, BMS, MAPS) to derive Customer insights and Customer Strategy for input on CX, Product and CVM growth objectives.

• Matric / Grade 12, and
• 3 year commercial/Data Analytics/marketing/sales diploma or degree (NQF 6 or higher) or SAQA accredited equivalent (essential) with
• 3-5 years relevant experience (essential)
• Valid Driver’s licence (essential)
• Knowledge of products (advantageous)

• Product pricing analysis
• Planning and organising
• Performance analysis and reporting
• Big data analytics
• Ability to work with complex information and data.
• Ability to build strong relationships and credibility with multiple stakeholders.

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 20 August 2025

The base location for this role is Umhlanga Regional Office

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more.

A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data.

To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience.

The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.

• Drive a comprehensive Customer Insights strategy including ownership of tools used
• Drive strategies and execution of plans to advance customer advocacy across channels
• Develop standard processes for measuring insights across journey steps and customer success
• Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation
• Merging all insights across the business and using them to provide comprehensive insights across all functionalities.
• Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights
• Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals
• Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels
• Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services.
• Share VoX results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
• Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
• Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
• Conduct research within internal teams or with external partners to understand the customer and partner journey
• Make recommendations for operational improvements by analyzing quality performance
• Collaborate across Santam Group business units to develop the ‘What good looks like’ models

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
• Net Promoter Certification is advantageous

• 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
• 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
• Proven experience implementing new customer experience processes and standards
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
• Familiarity with CRM and D365 Customer insights model
• Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience designing and developing Tableau reports
• Shown experience delivering customer insights that drive key performance metrics
• Experience in impact modeling, regression analysis, cluster/factor analysis

• Strong critical thinking, influencing, and relationship management skills
• Excellent written and communication skills
• Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision
• Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Comfortable working through large data sets of information and aligning data across systems and sources
• Strong project management and change management skills
• Advanced MS Excel / PowerPoint experience
• High competency in surveying principles and methodologies
• Customer centric
• Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps
• Ability to effectively deal with conflict situations
• Ability to be organized while working in a complex, fast-paced and dynamic environment

Cultivates innovation - Contributing through others

Customer focus - Contributing through others

Drives results - Contributing through others

Collaborates - Contributing through others

Being resilient - Contributing through others

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.

Stay vigilant. Santam has been made aware of a malicious e-mail instructing policyholders to claim a refund within 24-72 hours. This is a scam, Santam will only communicate through their broker or official channels. Learn more.

A position of Customer Insights Specialist for our Partner Solutions business which exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to oversee and enhance all aspects of a customer's interaction with a company, ensuring a positive experience throughout their journey, from initial contact to post-purchase. They focus on improving customer satisfaction, loyalty, and advocacy by analyzing feedback, collaborating with cross-functional teams, and developing strategies to meet and exceed customer expectations. The role also extends to managing and implementing the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real-time data.

To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience.

The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.

• Drive a comprehensive Customer Insights strategy including ownership of tools used
• Drive strategies and execution of plans to advance customer advocacy across channels
• Develop standard processes for measuring insights across journey steps and customer success
• Share the Voices of the Experience (Customer, Employees, Broker, and Suppliers) with executive leadership within the organisation
• Merging all insights across the business and using them to provide comprehensive insights across all functionalities.
• Develop and deepen an understanding of VOX, journey mapping, and insights, products, and offerings to ensure the effective delivery of insights
• Develop and leverage partnerships, both internal and external, and use networks to maximize and meet business goals
• Drive the development of customer insights to make positive changes that will positively affect the customer experience across channels
• Prepare reporting and presentations for different levels of management sharing insights and recommendations on changes to potentially improve products and services.
• Share VoX results with leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organized customer communications
• Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
• Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc., including ownership of VOX and JM Tools survey and mapping platforms
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
• Conduct research within internal teams or with external partners to understand the customer and partner journey
• Make recommendations for operational improvements by analyzing quality performance
• Collaborate across Santam Group business units to develop the ‘What good looks like’ models

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
• Net Promoter Certification is advantageous

• 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
• 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
• Proven experience implementing new customer experience processes and standards
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
• Familiarity with CRM and D365 Customer insights model
• Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience designing and developing Tableau reports
• Shown experience delivering customer insights that drive key performance metrics
• Experience in impact modeling, regression analysis, cluster/factor analysis

• Strong critical thinking, influencing, and relationship management skills
• Excellent written and communication skills
• Able to work, prioritize and lead multiple initiatives simultaneously with minimal supervision
• Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Comfortable working through large data sets of information and aligning data across systems and sources
• Strong project management and change management skills
• Advanced MS Excel / PowerPoint experience
• High competency in surveying principles and methodologies
• Customer centric
• Effective relationship building skills and ability to liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Facilitation of workshops, decision-making, and actions to enable teams to agree on next steps
• Ability to effectively deal with conflict situations
• Ability to be organized while working in a complex, fast-paced and dynamic environment

Cultivates innovation - Contributing through others

Customer focus - Contributing through others

Drives results - Contributing through others

Collaborates - Contributing through others

Being resilient - Contributing through others

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we’re here to support you.

• Drive the continued vision, roadmap, and direction for the Customer Data Lakehouse and Applications, Integrations, and Interfaces
• Lead the planning, scoping, and prioritization of projects to achieve all our goals
• Manage the delivery of the CDL and associated projects
• Build and standardize templates and processes for functional requirements, use case validations, and data specifications
• Gather requirements, determine features and their priority, write product specs, use cases, refine feedback, help write test plans, manage the backlog, and delivery
• Represent the team with partners and senior company leaders to align resources and prioritization
• Promote enterprise-wide adoption of Customer Data Lakehouse
• Educate teams on Customer Data Lakehouse and applications/use cases
• Foster an environment that enables the Customer Data Lakehouse Engineering team to build quickly while maintaining a high standard for quality – Agile Delivery Model
• Own and drive the data strategy for the Customer team
  
  

• A bachelor’s degree, ideally in a technical discipline, or equivalent work experience
• 5+ years of experience as a Product Manager
• Project Management Experience
• 3 years of experience building Data Infrastructure and/or CDLs
• 5+ years of experience working with engineering teams in a fast-paced environment, demonstrating the ability to juggle multiple projects, stay organized, and prioritize deadlines effectively
• Knowledge of modern Data Infrastructure and related processes
• Solid knowledge of Growth/Marketing use cases and related technologies
• Experience with customer empathy and experience shaping product direction and execution based on customer needs
• Previous experience in CDP/CDL, data-driven marketing, analytics, and digital transformation.
• Proven work experience in data, data architecture and data modelling.
• Proven track record of managing successful CDL initiatives and delivering capabilities that drive business growth.
• Knowledge of modern data architecture and best practices, you have experience developing, testing, and deploying APIs and web applications that use external platforms, cloud services, and APIs.
  
  

• Strong analytical skills and data-driven decision-making capabilities, with the ability to translate complex insights into actionable strategies and initiatives
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and build consensus around product priorities and trade-offs
• Ability to set strategic direction and drive execution through collaboration with a cross-functional team.
• Excellent communication and strong interpersonal skills to facilitate complex concepts and stakeholders' meetings.
• Highly adaptable to change and an excellent team player with the ability to influence and negotiate.
  
  

• Action Oriented - readily takes on new challenges and opportunities with a sense of urgency and eagerness
• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
• Courage - confronts and tackles challenging situations with courage
• Decision Quality - consistently makes timely, well-rounded and informed decisions
• Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets
• Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems
• Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives
• Tech Savvy - leverages new technology to enhance productivity, improve problem solving, and support business growth
  
  

Your Mission

As a CX & Insights Specialist, your mission is to own, optimise, and scale the end-to-end customer (learner) experience across FourthRev's Career Accelerator programmes, using data, insight, and strategic thinking.

Location: UK, Europe, South Africa

Start Date: August 2025

Reports to: Manager of Student Success

Position Level: Mid

Positions available: 1

Your Mission

As a CX & Insights Specialist, your mission is to own, optimise, and scale the end-to-end customer (learner) experience across FourthRev's Career Accelerator programmes, using data, insight, and strategic thinking.

This role is perfect for someone who thrives at the intersection of customer experience, digital education, and operational excellence. You will use data to identify what drives learner satisfaction, progression, and outcomes and then design and implement scalable improvements to our systems, processes, and support journeys.

You'll collaborate across Product including Delivery, Student Success, and Operations to ensure every learner is not only supported but empowered, with experiences and touchpoints that are intentional, measurable, and impactful.

This role sits alongside two existing Lead Success Managers and will drive strategic innovation across new programmes, projects, and learner insights, helping the Success Team evolve and scale as we expand our Careers Accelerator portfolio.

This is not a support or delivery role with team management responsibilities. It's a strategic, individual contributor position focused on improving the effectiveness and efficiency of our learner journey, using data and insights to design for success.

What You'll Do 2. Use Data to Drive Decisions and Processes 3. Champion Learner Outcomes, Satisfaction, and Metrics 4. Drive Innovation and Operational Excellence in New Programme Launches

• Own and Optimise the Learner (Customer) Journey
• Refine the learner journey across onboarding, orientation, programme milestones, and completion for both continuous improvement and new initiatives
• Identify pain points and opportunities through qualitative and quantitative data
• Design and implement scalable improvements that increase progression, satisfaction (CSAT), and completion
• Ensure every learner interaction reflects FourthRev's commitment to careers-first, outcomes-driven learning
• Monitor key metrics across CSAT, progression, engagement, and learner sentiment
• Work with our Delivery teams to extract insights, create dashboards and drive data driven managerial decision making
• Translate insights into clear, actionable improvements for learner communications, systems, or processes
• Build processes that are lean, repeatable, and responsive to learner needs
• Collaborate with Product and Programme teams to ensure alignment between delivery models and support experience
• Define and own student success OKRs and KPIs across retention, satisfaction, progression, and career outcomes
• Lead the analysis of learner sentiment, survey results, engagement, and completion data, creating insights that shape interventions and enhancements
• Regularly report on performance to leadership and cross-functional teams, driving accountability and iteration across the learner experience
• Design and implement impactful interventions to address emerging learner needs, pain points, or blockers
• Lead the student success strategy implementation for new programme launches, ensuring alignment with market positioning, learner personas, and delivery models
• Collaborate with cross-functional teams as needed to ensure launch-readiness from a student success perspective
• Build feedback loops to capture early learner experiences, identify friction points, and iterate support models rapidly
• Create scalable playbooks, templates, and support structures for future programme rollouts across markets and learner segments
  
  

• Demonstrated experience improving customer, user, or learner journeys using data
• Proven ability to design and implement process or service improvements that drive measurable outcomes
• Strong analytical skills, comfortable working with data including surveys, dashboards, funnels, and behavioural insights
• Experience in a role focused on customer/learner experience, CX design, programme operations, or strategy/insights
• Fluency in working cross-functionally with Product, Delivery, Ops teams
  
  

• Experience in digital education, bootcamps, L&D, or a fast-paced start-up or scale-up
• Understanding of learner engagement and progression metrics (CSAT, NPS, completion, etc.)
• Experience launching or scaling new programmes, services, or customer segments
• Exposure to customer journey mapping tools, survey design, or CX frameworks
  
  

• A systems thinker who's always asking: How can this be improved? What is this data telling us?
• Comfortable operating independently and making recommendations backed by evidence
• Passionate about learner or customer success, but not in a reactive support sense
• Outcome-oriented, you focus on what will actually improve the experience, not just track it
• Curious, data-literate, and motivated by real-world impact

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Customer Service
• Industries IT Services and IT Consulting

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• Audit onboarding, orientation, and milestone touchpoints to find and fix friction points.
• Implement scalable changes to improve learner confidence, satisfaction, and completion.
• Ensure interventions align with our "Careers First" value proposition.
  
  

• Monitor, analyse, and report on key learner metrics (CSAT, progression, engagement, recommencement).
• Build dashboards and reports to inform decision-making at all levels.
• Interpret behavioural and sentiment data to identify trends, risks, and opportunities.
• Translate insights into targeted interventions, process improvements, and system enhancements.
  
  

• Own Success-related OKRs and KPIs, ensuring we hit our benchmarks across progression, CSAT, and completion.
• Report on learner performance and CX effectiveness to senior stakeholders.
• Partner with internal teams to align support models and delivery experiences.
  
  

• Design the learner support experience for new launches, using past insights to reduce friction.
• Build feedback loops and early-warning systems to surface learner challenges fast.
• Create playbooks and templates for scaling success across future cohorts.
  
  

• Proven experience using data to identify, prioritise, and implement CX or operational improvements
• Strong analytical skills and fluency with dashboards, survey data, and behavioural metrics
• Demonstrated ability to translate insights into measurable actions
• Experience working cross-functionally with teams like Product, Ops, or Strategy
• Comfortable owning KPIs and reporting on performance to leadership
  
  

• Experience in digital education, bootcamps, L&D, or a fast-paced start-up or scale-up
• Familiarity with metrics like CSAT, NPS, recommencement, or learner engagement
• Hands-on experience with customer journey optimisation tools or survey platforms
• Experience scaling processes in a high-growth, high-change environment
  
  

• Data-driven - You don't just surface problems; you use evidence to fix them.
• Outcome-oriented - You focus on what works, not just what's been done before.
• Process-focused - You're motivated by building scalable systems that improve the customer experience.
• Collaborative - You love working across teams to improve what learners experience day-to-day.
• Proactive - You see what's coming and solve it before it becomes a problem.
  
  

Listing reference: sanbs_002446

Listing status: Online

Apply by: 22 September 2024

Industry: Non-Profit & Voluntary Sector

Job category: Market Research and Analysis

Location: Roodepoort

Contract: Permanent

Business Unit: Constantia Kloof

Remuneration: R 606,988.00

EE position: No

To execute the company brand strategy through implementing various brand programs and events and understanding, translating and monitoring the brand policy. To provide assistance with the coordination of the national marketing activities according to the annual marketing plan. Support donor insights and research functions.

KPA 1: Brand Plan Prepared For SANBS Incorporating The Brand Needs As Identified In The Strategy

1. Prepare a brand and visual plan and time-table of events for the department in conjunction with the Marketing and Brand Manager and Senior Manager: Marketing Communication and Brand. Identify new opportunities to increase brand awareness and submit motivations to the Marketing and Brand Manager.
2. Promoting the brand image of SANBS by planning and implementing corporate SANBS promotional, brand, and product events and exhibitions to strengthen SANBS’ brand identity.

KPA 2: Maintain Brand Integrity for SANBS

1. Facilitate the conducting of brand audits, identify trends, recommend corrective measures to enhance the brand and follow up and report on implementation.
2. Act as a link between SANBS and external vendors to ensure brand integrity.
3. Maintain and update the brand manual and distribute it to all stakeholders.
4. Implement and maintain visual and perception branding according to parameters set in the branding manual and research results.
5. Monitor all branded intents (e.g. signage, marketing posters and pamphlets) to ensure they are up to date in accordance with corporate branding – reporting on deviations so that corrective action can be taken.
6. Coordinate the national marketing activities according to the annual marketing plan.

KPA 3: Support donor insights and research functions

1. Assist and support with the development of brand and customer satisfaction surveys (Brand Tracker, Net Promoter score surveys) to assess the perceptions and needs of donors and understanding of the products and services and distribute intelligence gathered to relevant internal stakeholders.
2. To execute the company brand strategy through implementing various brand programmes and events and understanding, translating and monitoring the brand policy.

Cognitive

• Analytical Thinking and Attention to Detail
• Innovation and Creativity
• Computer Literacy
• Brand management
• Problem Solving
• Planning, Organising and Monitoring

Personal

• Excellence Orientation
• Flexibility / Adaptability
• Self Management
• Ethical Behaviour

Interpersonal

• Knowledge Sharing
• Relationship Building
• Ethical Behaviour
• Teamwork
• Communication

Professional Technical

• Building and Living the Brand
• Motivating People

Education

• Diploma / Degree in Communication / Marketing or related field.

Experience and Knowledge Requirements

• 2 years’ experience in a Branding and events management environment.

Package & Remuneration
JOB DESCRIPTION

Key Responsibilities:

• Drive the continued vision, roadmap, and direction for the Customer Data Lakehouse and Applications, Integrations, and Interfaces
• Lead the planning, scoping, and prioritization of projects to achieve all our goals
• Manage the delivery of the CDL and associated projects
• Build and standardize templates and processes for functional requirements, use case validations, and data specifications
• Gather requirements, determine features and their priority, write product specs, use cases, refine feedback, help write test plans, manage the backlog, and delivery
• Represent the team with partners and senior company leaders to align resources and prioritization
• Promote enterprise-wide adoption of Customer Data Lakehouse
• Educate teams on Customer Data Lakehouse and applications/use cases
• Foster an environment that enables the Customer Data Lakehouse Engineering team to build quickly while maintaining a high standard for quality - Agile Delivery Model
• Own and drive the data strategy for the Customer team

• A bachelor's degree, ideally in a technical discipline, or equivalent work experience
• 5+ years of experience as a Product Manager
• Project Management Experience
• 3 years of experience building Data Infrastructure and/or CDLs
• 5+ years of experience working with engineering teams in a fast-paced environment, demonstrating the ability to juggle multiple projects, stay organized, and prioritize deadlines effectively
• Knowledge of modern Data Infrastructure and related processes
• Solid knowledge of Growth/Marketing use cases and related technologies
• Experience with customer empathy and experience shaping product direction and execution based on customer needs
• Previous experience in CDP/CDL, data-driven marketing, analytics, and digital transformation.
• Proven work experience in data, data architecture and data modelling.
• Proven track record of managing successful CDL initiatives and delivering capabilities that drive business growth.
• Knowledge of modern data architecture and best practices, you have experience developing, testing, and deploying APIs and web applications that use external platforms, cloud services, and APIs.

• Strong analytical skills and data-driven decision-making capabilities, with the ability to translate complex insights into actionable strategies and initiatives
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and build consensus around product priorities and trade-offs
• Ability to set strategic direction and drive execution through collaboration with a cross-functional team.
• Excellent communication and strong interpersonal skills to facilitate complex concepts and stakeholders' meetings.
• Highly adaptable to change and an excellent team player with the ability to influence and negotiate.

• Action Oriented - readily takes on new challenges and opportunities with a sense of urgency and eagerness
• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
• Courage - confronts and tackles challenging situations with courage
• Decision Quality - consistently makes timely, well-rounded and informed decisions
• Ensures Accountability - takes accountability and ensures others are held to account on agreed upon performance targets
• Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems
• Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives
• Tech Savvy - leverages new technology to enhance productivity, improve problem solving, and support business growth

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Job Description

Accountability: Strategy Formulation and Execution

• Develop and implement the long-term business strategy for the business unit
• (BU), aligning it with the organisation’s overall vision and goals.
• Lead the annual strategic planning process, ensuring input from key stakeholders including sales, strategic partnerships, finance, human capital, and operations.
• Lead the development and execution of strategies aimed at enhancing the bank’s franchise value, ensuring long-term growth, market leadership, and sustainable competitive advantage.
• Facilitate / Oversee the strategic integration of new product offerings, partnerships, and market expansion initiatives to reinforce franchise value for the bank’s position as a leading financial institution.
• Identify market trends, competitive positioning, and customer insights to inform strategic decision-making.
• Drive the execution of key strategic initiatives that contribute to business growth and customer satisfaction.
• Monitor the implementation of strategic plans, ensuring alignment with key performance targets.
• Drive sustainable growth by using extensive market data and trend analytics to create a future-focused product commercialisation strategy for current growth and future sustainability.
• Collaborate with the marketing and communication plans with a clear focus to meeting business objectives (in collaboration with Cluster Marketing Function).
• Drive integration between the business units and the rest of the Group,
• Align brand and marketing resources to achieve the business strategies, and monitor and enhance customer satisfaction in comparison to the competitors

Accountability: Monitor Business Performance Against strategy

• Develop performance metrics (KPIs) and dashboards to monitor the financial, operational, and strategic health of the business, integrated with data from relevant departments, including sales, marketing, finance, and operations.
• Establish metrics and performance indicators to measure franchise value, providing regular reporting and insights to the executive team on progress and areas for improvement.
• Analyse business performance data, identifying areas for improvement and optimisation.
• Drive the engagement of role players across the product value chain including CVM, Marketing, Integrated Channels, Third parties and Vendors, etc.
• Liaise with and consume centralised services from CVM and Digital for the driving and monitoring of performance against set KVD's.

Accountability: Market Research and Analysis

• Lead the delivery of market insights and strategy development for the A&I business, ensuring alignment with key stakeholders across the organisation.
• Conduct competitor and trend analysis and provide strategic thought leadership on market patterns to inform business decisions.
• Drive a deep understanding of customer, partner, and industry dynamics to identify future opportunities and enhance business performance.
• Identify opportunities for monetising research and insights, developing new revenue streams through data-driven products and services.
• Deliver actionable insights through primary research, and translate data into strategies that optimise customer experiences, campaigns, and brand growth.
• Represent the business at various committees, and lead knowledge-sharing initiatives to strengthen customer centricity and elevate A&I’s position in the market.
• Use research insights to recommend strategic pivots or new market entry strategies.

Accountability: Customer Primacy and Sustainability:

• Drive customer primacy through the formulation and management of compelling propositions.
• Ensure that Customer experience standards are aligned to the proposition and marketing initiatives.
• Develop strategies to harness customer data for actionable insights that drive marketing effectiveness and revenue growth.
• Collaborate with analytics teams to create models that enable data-driven marketing decisions and personalisation efforts.
• Define and communicate the Customer Value Management framework across the BU and develop customer journeys, CX frameworks, and SOPs where applicable.

Accountability: Business Management and Governance

• Coordinate, manage and advance the work of the Office of the Managing Executive, driving operational efficiency and effectiveness.
• Represent the Office of the ME in delegated projects and initiatives that support the delivery of the business priorities and objectives.
• Ensure that governance frameworks are in place to support effective decision-making and strategic execution.
• Prepare reports and presentations for the board, executive committees, and senior leadership on the product house’s performance and strategic progress.
• Ensure compliance with corporate governance standards and internal reporting protocols.
• Act as a point of entry for queries from Group, Industry bodies and other stakeholders.

Accountability: Customer Value Management

• Sets and oversees the execution of business CVM strategy, with enablement capability across the Business Unit.
• Performs customer measurement as a service across Relationship Banking, Everyday Banking and align with A&I customer value management strategy.
• Provide advanced analytics as a community of practice across A&I and in collaboration with counterparts in RB, EB, and CIB.
• Act as overall custodianship of social media, responsibility to drive up engagement across A&I. Ownership of tools on tracking of channel performance (tagging, analysis) in A&I.
• Builds and sustains a culture that aligns to A&I’s aspirational colleague experience to deliver the target customer experience and financial performance.
• Define CVM projects and track and manage churn process, understand trends and dynamics.
• Provides input into overall customer experience.

Accountability: Stakeholder Engagement

• Contribute as a key A&I Exco member to the overall A&I agenda internally and with external stakeholders, ensuring that the business agenda is appropriately managed and reported to all requisite stakeholders, in particular the Group Exco, Board, Group SECC, AFS Board, AFS SEC amongst other governance forums and where appropriate Prudential Authority and / or Financial Standards Conduct Authority.
• Partner with executive bodies (EXCOs, Product owners and strategy functions) internally within the broader PPB and across the broader enterprise to align on strategic objectives.
• Translate objectives into delivery pipeline requirements to ensure insights are appropriate and that adequate business ownership and buy-in is created to realize overall A&I strategy.

Accountability: People Management

• Ensure the development of a high-performing team through embedding formal. Performance Development and formal/informal coaching and mentoring as appropriate.
• Instil a culture of rigorous and robust performance management and recognition within the team to drive continual improvement and efficiency.
• Identify and execute on training and development needs for managers and ensure they do the same for their teams.
• Conduct regular succession planning and talent management sessions to ensure ongoing development and improvement of the team.
• Develop, maintain, and execute a recruitment pipeline to grow and develop the team, aligned to the group HR capability and processes and well as the approved provincial workforce plans.
• Serve as the second level escalation point for all grievances raised within the business unit.
• Develop appropriate action items to address employee survey outcomes as appropriate for the business unit and province.
• Ensure a positive employee experience and to support the group’s ambitions to become the employer of choice.

Education

• B-degree in Commerce / Business Management/ Finance or equivalent (required)
• Post graduate qualification in Commerce, Management and/ or Strategy formulation or Governance (advantageous)
• Actuary, CFA, MBA (advantageous)

Experience

• 10 years’ experience in a Financial Services Industry (Banking)
• 5-6 years of which is preferably in the Advice/Insurance business
• 5 years’ experience in Senior leadership experience in Financial Services, superior understanding of Strategy and Customer Value Management. Strategic planning and execution and Customer Service Management.

Knowledge and Skills

• Strategic Visioning and Leadership
• Business Acumen
• Creative and Innovative Thinking
• Reasoning (Analysis)
• Teamwork
• Stakeholder Management
• Inspirational Leadership
• Interpersonal Effectiveness
• Customer Experience Management
• Change and Improvement Orientation
• Networking
• Social Media
• Coordinating

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised