68 Customer Journey jobs in South Africa

A dynamic opportunity is available for a Customer Journey Optimization Specialist   in Cape Town , focused on optimizing and managing conversion rates for marketing campaigns. This role involves conducting in-depth analysis and testing to identify the most effective strategies aimed at improving acquisition conversions. The ideal candidate will be deeply passionate about digital marketing, with a solid understanding of key concepts such as A/B testing and web analytics.

A successful Customer Journey Optimization Specialist  should showcase a proven track record of driving conversion improvements across various industries and possess a portfolio of successful campaigns.

Your key job  responsibilities as the Customer Journey Optimization Specialist  in Cape Town  will include:

Requirements for this Customer Journey Optimization Specialist  job  in Cape Town :

Are you ready to take your digital marketing skills to the next level? Join our client in Cape Town  as a Customer Journey Optimization Specialist  and play a pivotal role in driving marketing success! If you’re passionate about optimizing conversion rates and have a track record of impressive results, we want to hear from you! Don’t miss this chance to make a real impact—apply today  and let’s transform the future of marketing together!

Main Purpose

Bringing the customer to life through the application of data and the integration of multiple data sources. Informing customer behaviour through establishing and maintaining customer databases and a full 360 view of the customer. Support the drive to become a customer-led organisation by partnering with key business stakeholders to inform the overall retail strategy and to deliver customer insights, such that business decisions better reflect the prevailing consumer and market behaviors and deliver stronger more profitable customer relationships.

Key Responsibilities

• Through the analysis of internal customer data and integration of market research or other secondary data sources, provide robust, relevant and actionable customer insights to address business questions that will assist in strategic and tactical retail planning. Analysis of both ad- hoc business questions and continuous campaign performance tracking for future optimization.
• Work closely with the buying groups and different business units to ensure that the organization has a thorough understanding of their customers, through the provision of timeous strategic and operational customer reporting and actionable recommendations. Unpacking key KPI’s that align to the business strategy at the time, and takes a holistic approach to customer interactions by providing insights from a single view of the customer perspective to truly drive a data driven business culture.
• Work closely with BI and IT to ensure that reporting frameworks, platforms and KPI’s are relevant and up to date with the view of automating information that is consistently required. Staying abreast of new methodologies to ensure that customer models are kept up-to-date and relevant with a view of integrating streams of data flowing from research, customer transactions, social media feeds and other relevant external and internal customer information.
• Partner with the different teams in the Customer Insights and Advanced Analytics department to assist in driving different strategies in the marketing team and business wide;
• Partner with the Market Research team to support planning, design and implementation of market research initiatives through the understanding of the customer base, but also post research, gather and manage customer research data to integrate with transactional data to inform behavior through a full 360 view of the customer model.
• Partner with the Loyalty and Direct Marketing team through the provision of key metrics that aid the team in measuring the effectiveness of their strategies and growing the Woolworths Loyalty base.
• Represent the Woolworths customer to key stakeholder including senior leadership during the BU strategic planning processes.
• Keep abreast of new technologies and suppliers seeking opportunity for continual improvement of Woolworths’ capabilities to enable better delivery of strategic insights based on business needs and gaps.
• Integrate with selling, operations, digital, BI and other business areas to identify synergies and opportunities across an array of business functions.

Key Competencies

• A 3 to 4 year degree in Business Science/Mathematics/Statistic or a similar 4 year (Hons) degree.
• Minimum 5 years analysis or consultancy experience in retail sector or relevant organisation.
• A minimum 5 years’ experience in an analytical role specializing in strategic insights (research and analytics), data manipulation, interpretation, data mining, advanced analytical solutions & model building and application and report writing.
• Experience in data mining and working with large databases.
• Strong ability to be able to query, structure, clean and extract data for analysis (i.e. SQL/Python). Experience working in big data cloud environments and knowledge of cloud based analytical environments (such as AWS).
• Knowledge of data manipulation & visualisation software: Qlikview, QuickSight, QlikSense and Tableau.
• Experience in customer analytics in a large business environment.
• Strong analytical skills and knowledge of analyzing information and interpreting/translating it into non-technical, commercial recommendations.
• Ability to turn data into actionable intelligence and insights.
• Advanced MS Excel and MS PowerPoint skills.
• Knowledge of database segmentation.
• Business acumen: Proven understanding of business environments and processes.
• Ability to apply techniques in a practical way within a business environment.
• Excellent communications skills: ability to interact effectively with colleagues at all levels of the organization.
• High attention to detail.
• Strong planning and organizational skills.
• Ability to work on multiple projects simultaneously.
• Self-motivated.
• Conceptual and Problem solving ability.
• Process thinking ability.
• Research supplier relationships and networks advantageous.
• Excellent critical thinking skills.
• Teamwork: proactively establish and maintain effective working team relationships with all stakeholders.

“As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions”

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.

• 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
  
  

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Responsibilities:

Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilize data and insights to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.

Agile Implementation

• Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.
• Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.

Stakeholder Engagement

• Develop a deep understanding of external stakeholders (including policyholders, beneficiaries, advisers, and third parties) by building trusted relationships, anticipating their needs, and analysing behavioural patterns to inform service design, communication, and journey improvements.
• Build strong relationships with cross-functional teams, including product, technology, operations, and marketing.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.

Technical Process Delivery

• Ensure compliance with legislative requirements such as the PF Act, Income Tax Act, and POPI Act.
• Identify and implement best practices consistently.
• Follow and enforce technical policies, SOPs, and fund rules.
• Manage service delivery, ensuring adherence to service promises, case management, and SLAs.
• Monitor and react to feedback to maintain quality assurance.
• Conduct gap and root cause analysis to drive process improvements.
• Oversee business plans and special projects, ensuring smooth execution.
• Allocate resources effectively, assigning the right jobs to the right individuals.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative issues.

Control Environment

• Maintain and update control libraries to prevent non-compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Track, raise, and resolve audit-related issues to maintain compliance.

Communication

• Manage inbound and outbound communications effectively.
• Handle enquiries, escalations, and complaints efficiently.
• Develop and deliver presentations and workshops as needed.

Data (MIS) and Reporting

• Monitor and act upon management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.

People Leadership

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.
• Manage direct reports in accordance with internal policies and procedures.
• Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management, coaching, employee wellbeing, employee skills matrix and learning, recognition, ad hoc items etc).

Performance and Capability Building

• Set performance objectives for teams and provide feedback to ensure alignment with strategic priorities.
• Identify capability gaps within teams and implement development plans to address them.
• Mentor and coach team members to enhance their professional growth.

Risk and Compliance Management

• Proactively identify risks associated with customer journeys and implement mitigation strategies.
• Ensure compliance with organisational policies, procedures, and relevant regulatory requirements.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB )

• Matric and or Degree, or a related field.
• Minimum of 5 years’ experience in a leadership role with a focus on customer journey management, customer experience, or technical operations.
• Proven track record of implementing agile methodologies within teams, with experience leading cross-functional squads.
• Experience in stakeholder management, including both internal teams and external partners.
• Demonstrated ability to use data-driven insights to improve processes, customer satisfaction, and the efficiency and effectiveness of processes.
• Product knowledge in the Retail Segments i.e. PF, & MFC
• PAS proficiency: Craft, Bancs, Omega
• Workflow proficiency: AWD, Bizagi and EMS
• Experience of call center and back-office line management in financial service industry
• Strong background in customer service management, with a focus on enhancing customer experience
• Ability to handle escalations and resolve complex customer issues effectively.
• Ability to manage cross-functional teams and drive process improvement.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT )

• Subject Matter Expertise in Customer Experience & Service Design: Strong knowledge of customer experience design, operational transformation, and service design principles, with proficiency in journey mapping tools such as Miro, Smaply, or Lucidchart to visualise and improve service delivery processes.
• Experience in driving digital transformation initiatives.
• Systems Thinking: Proven ability to understand and optimise complex, interdependent systems and processes across multiple customer and operational touchpoints.
• Design Thinking & Human-Centred Design: Experience applying design thinking methodologies to solve customer pain points and co-create meaningful journey experiences.
• Scaled Agile Framework (SAFe) or similar: Experience working within or leading scaled agile environments to enable enterprise-wide transformation.
• Agile or Scrum certification.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!

Journey Lead - Customer Profile, Portfolio & Enquiries Engagement page is loadedJourney Lead - Customer Profile, Portfolio & Enquiries Engagement Apply locations Cape Town time type Full time posted on Posted Yesterday job requisition id JR-68420

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Responsibilities:

Journey Management

• Lead the design and implementation of customer journeys, ensuring alignment with business objectives and customer needs.
• Utilize data and insights to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.

Agile Implementation

• Embed agile methodologies within teams to enable iterative development and faster delivery of improvements.
• Act as a champion for agile practices and facilitate agile ceremonies such as stand-ups, retrospectives, and planning sessions.

Stakeholder Engagement

• Develop a deep understanding of external stakeholders (including policyholders, beneficiaries, advisers, and third parties) by building trusted relationships, anticipating their needs, and analysing behavioural patterns to inform service design, communication, and journey improvements.
• Build strong relationships with cross-functional teams, including product, technology, operations, and marketing.
• Act as a liaison between teams to resolve conflicts, address dependencies, and maintain alignment on goals.

Technical Process Delivery

• Ensure compliance with legislative requirements such as the PF Act, Income Tax Act, and POPI Act.
• Identify and implement best practices consistently.
• Follow and enforce technical policies, SOPs, and fund rules.
• Manage service delivery, ensuring adherence to service promises, case management, and SLAs.
• Monitor and react to feedback to maintain quality assurance.
• Conduct gap and root cause analysis to drive process improvements.
• Oversee business plans and special projects, ensuring smooth execution.
• Allocate resources effectively, assigning the right jobs to the right individuals.
• Adapt quickly to changing circumstances and implement agile execution strategies.
• Resolve complex technical and administrative issues.

Control Environment

• Maintain and update control libraries to prevent non-compliance.
• Identify, log, and mitigate risks within the operational framework.
• Ensure strict adherence to standard operating procedures and protocols.
• Track, raise, and resolve audit-related issues to maintain compliance.

Communication

• Manage inbound and outbound communications effectively.
• Handle enquiries, escalations, and complaints efficiently.
• Develop and deliver presentations and workshops as needed.

Data (MIS) and Reporting

• Monitor and act upon management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports to support decision-making.

People Leadership

• Define key performance indicators (KPIs) to measure productivity, quality of work and efficiency of the journey.
• Manage direct reports in accordance with internal policies and procedures.
• Full suite of people management (i.e. capacity planning, recruiting, goal setting, performance management, coaching, employee wellbeing, employee skills matrix and learning, recognition, ad hoc items etc).

Performance and Capability Building

• Set performance objectives for teams and provide feedback to ensure alignment with strategic priorities.
• Identify capability gaps within teams and implement development plans to address them.
• Mentor and coach team members to enhance their professional growth.

Risk and Compliance Management

• Proactively identify risks associated with customer journeys and implement mitigation strategies.
• Ensure compliance with organisational policies, procedures, and relevant regulatory requirements.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB )

• Matric and or Degree, or a related field.
• Minimum of 5 years’ experience in a leadership role with a focus on customer journey management, customer experience, or technical operations.
• Proven track record of implementing agile methodologies within teams, with experience leading cross-functional squads.
• Experience in stakeholder management, including both internal teams and external partners.
• Demonstrated ability to use data-driven insights to improve processes, customer satisfaction, and the efficiency and effectiveness of processes.
• Product knowledge in the Retail Segments i.e. PF, & MFC
• PAS proficiency: Craft, Bancs, Omega
• Workflow proficiency: AWD, Bizagi and EMS
• Experience of call center and back-office line management in financial service industry
• Strong background in customer service management, with a focus on enhancing customer experience
• Ability to handle escalations and resolve complex customer issues effectively.
• Ability to manage cross-functional teams and drive process improvement.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT )

• Subject Matter Expertise in Customer Experience & Service Design: Strong knowledge of customer experience design, operational transformation, and service design principles, with proficiency in journey mapping tools such as Miro, Smaply, or Lucidchart to visualise and improve service delivery processes.
• Experience in driving digital transformation initiatives.
• Systems Thinking: Proven ability to understand and optimise complex, interdependent systems and processes across multiple customer and operational touchpoints.
• Design Thinking & Human-Centred Design: Experience applying design thinking methodologies to solve customer pain points and co-create meaningful journey experiences.
• Scaled Agile Framework (SAFe) or similar: Experience working within or leading scaled agile environments to enable enterprise-wide transformation.
• Agile or Scrum certification.

Skills

Competencies

Education

Closing Date

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

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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