Background

Lets Write Africa’s Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Role Context

This role is accountable for leading and enhancing customer experience across all lines of business by ensuring service excellence, regulatory compliance, and customer trust. The role focuses on improving customer satisfaction, loyalty, and retention while aligning service delivery with financial regulations, internal controls, and risk management requirements.

Responsibilities

• Designing and implementing a customer experience (CX) strategy aligned with Old Mutual’s business objectives and regulatory requirements.
• Mapping, analysing, and continuously improving customer journeys across branch, digital, contact centre, and agent channels.
• Championing a customer‑centric culture across all business units.
• Establishing and monitoring service standards, turnaround times, and service-level agreements (SLAs)
• Overseeing the handling of customer inquiries, complaints, and escalations in line with regulatory complaint‑handling guidelines.
• Ensuring consistent service delivery across all branches and service channels.
• Ensuring customer experience initiatives comply with financial regulations, consumer protection laws, AML/KYC requirements, and data protection standards.
• Working closely with Compliance, Risk, and Legal teams to manage customer‑related risks.
• Supporting regulatory reporting related to customer complaints, conduct risk, and service quality.
• Analysing customer feedback, complaints data, surveys, and transactional insights to identify improvement opportunities.
• Tracking and reporting on key CX metrics such as CSAT, NPS, NES, first-contact resolution, and complaint turnaround time.
• Providing management with actionable CX insights and recommendations.
• Partnering with Digital, Operations, IT, and Marketing teams to improve the end‑to‑end customer experience.
• Designing and delivering customer service and experience training for frontline and support staff.
• Coaching teams on complaint resolution, empathy, and regulatory‑compliant customer engagement.

Qualifications and Experience

• A minimum of a bachelor’s degree in business administration, IT, Finance, Marketing, Actuarial Sciences or a related field
• A minimum of 3 years of experience in customer experience within a financial institution
• Strong understanding of insurance, pension, banking and investment products, customer journeys, and regulatory frameworks
• Experience working with CRM systems and customer feedback tools.

Key Skills and Competencies

• Strong customer advocacy and problem‑solving skills.
• Excellent stakeholder management and communication abilities
• Analytical mindset with experience using customer data to drive improvements.
• Strong understanding of conduct risk and fair customer treatment
• Leadership, coaching, and change‑management skills

• Designing and implementing a customer experience (CX) strategy aligned with Old Mutual’s business objectives and regulatory requirements.
• Mapping, analysing, and continuously improving customer journeys across branch, digital, contact centre, and agent channels.
• Championing a customer‑centric culture across all business units.
• Establishing and monitoring service standards, turnaround times, and service-level agreements (SLAs)
• Overseeing the handling of customer inquiries, complaints, and escalations in line with regulatory complaint‑handling guidelines.
• Ensuring consistent service delivery across all branches and service channels.
• Ensuring customer experience initiatives comply with financial regulations, consumer protection laws, AML/KYC requirements, and data protection standards.
• Working closely with Compliance, Risk, and Legal teams to manage customer‑related risks.
• Supporting regulatory reporting related to customer complaints, conduct risk, and service quality.
• Analysing customer feedback, complaints data, surveys, and transactional insights to identify improvement opportunities.
• Tracking and reporting on key CX metrics such as CSAT, NPS, NES, first-contact resolution, and complaint turnaround time.
• Providing management with actionable CX insights and recommendations.
• Partnering with Digital, Operations, IT, and Marketing teams to improve the end‑to‑end customer experience.
• Designing and delivering customer service and experience training for frontline and support staff.
• Coaching teams on complaint resolution, empathy, and regulatory‑compliant customer engagement.

• Strong customer advocacy and problem‑solving skills.
• Excellent stakeholder management and communication abilities
• Analytical mindset with experience using customer data to drive improvements.
• Strong understanding of conduct risk and fair customer treatment
• Leadership, coaching, and change‑management skills
• Customer Engagement
• Customer Experience Strategy
• Customer Inquiries
• Regulatory Compliance
• Service Levels

• A minimum of a bachelor’s degree in business administration, IT, Finance, Marketing, Actuarial Sciences or a related field
• A minimum of 3 years of experience in customer experience within a financial institution
• Strong understanding of insurance, pension, banking and investment products, customer journeys, and regulatory frameworks
• Experience working with CRM systems and customer feedback tools.