Voice of Customer Specialist at Old Mutual

CX Design, Mapping and Conceptualisation

• Lead the design, analysis, and implementation of customer experience blueprints.

• Map, evaluate, and optimise end-to-end customer journeys using VoC data, UX research, and design thinking.

• Facilitate design thinking workshops and prototype solutions using service design methodologies.

• Design digital product/service concepts that enhance interaction at key customer touchpoints.

Voice of Customer (VoC) Programme Management

• Manage VoC programmes (surveys, interviews, testing, social listening) to surface insights on customer needs, expectations, and fears.

• Translate feedback into actionable strategies that improve satisfaction and loyalty.

• Monitor and report on CX metrics (e.g., NPS, CSAT, NES, CLF) and close the feedback loop to drive continuous improvement.

• Analyse and synthesise customer sentiments to identify systemic issues and opportunities.

• Project management principles including project guidelines, timeline management and compiling user experience testing databases.

CX Strategy Development and Management

• Develop and execute customer-centric strategies that align with business objectives and customer expectations.

• Drive adoption of CX vision, standards, and behaviours across teams and functions.

• Champion ease, digitisation, and personalisation of experiences to deliver value and build trust.

• Align strategies with external CX best practices and evolving customer trends.

Customer Engagement and Experience Innovation

• Implement communication and engagement channels to streamline interactions.

• Co-create experiences that deepen emotional connection and enhance customer satisfaction.

• Identify pain points and intervene proactively with agile improvements.

Data, Technology and CX Metrics

• Leverage AI, analytics, and automation to deliver scalable, personalised customer experiences.

• Integrate real-time technologies and self-service platforms to enhance operational efficiency.

• Lead customer experience metrics management, including implementation and analysis of NPS, CLF, churn, and micro-segmentation models.

• Work with cross-functional teams to track customer economics and ROI of CX initiatives.

Change Management and Enablement

• Identify areas for process and experience improvement; deliver small to medium change projects in collaboration with PMO or project managers.

• Ensure CX playbooks are current and integrated into operational and budgeting processes.

Key Performance Areas (KPAs)

• Deliver high-impact VoC insights and ensure responsive, agile actioning.

• Design and embed unified CX strategies that drive trust, loyalty, and business performance.

• Improve customer ease and personalisation via journey digitisation and technological innovation.

• Foster a customer-first mindset and behaviours throughout the organisation.