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

Develop and deliver the organisation's user-experience vision and strategy. Collaborate with internal and / or external multidisciplinary teams comprising marketing specialists, product managers, developers and engineers as part of the user design process. OML Roles mapped to this profile are: Head of User Experience, Head of User Experience Architecture and Senior Manager: Digital Customer Experience.

Responsibilities

Customer Experience Strategy

Lead the implementation of the customer experience business plan, ensuring the right resources are in place to execute on the customer experience strategy across the various stages of the customer and product life cycle.

Customer Needs/Experience Research

Lead the design and execution of approaches, tools, procedures, and initiatives (e.g., voice of the customer) that enable insight into customer segments, trends, needs, and expectations.

Customer Experiences Implementation

Define, design, and deliver significant, compelling, and differentiating experiences for customers and ensure that business areas/units execute on the customer experience strategy.

Leadership and Direction

Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision, and values; motivate people to commit to these tenets and do extraordinary things to achieve local business goals.

Performance Management

Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project/account team members and hold individuals accountable for achieving them; take appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Digital Vision and Strategy

Conceptualize elements of digital strategy and digital-enabled business change projects. Develop approaches to programmatically deliver successful digital innovation engagements.

Budgeting

Develop and/or deliver budget plans with guidance from senior colleagues.

Organizational Capability Building

Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

Stakeholder Engagement

Develop stakeholder engagement by identifying stakeholders; by finding out their needs, issues, and concerns; and by reacting to these needs, issues, and concerns to support the communication of business information and decisions.

Skills

Action Planning, Adaptive Thinking, Agile Project Management, Commercial Acumen, Customer Service, Data Compilation, Evaluating Information, Executing Plans, Financial Acumen, Market Analysis, Market Research Analysis, Negotiation, Policies & Procedures, Strengthening Customer Relationships, Workflow Management

Competencies

Balances Stakeholders

Builds Effective Teams

Business Insight

Communicates Effectively

Customer Focus

Drives Vision and Purpose

Ensures Accountability

Manages Complexity

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

20 May 2026 , 23:59

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.

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