Head Customer Experience
Head Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Lets Write Africas Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
At OM Bank we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.The Head of Customer Experience (CX) will be responsible for designing implementing and continuously improving OM Banks end-to-end customer journey across all channels. This role will ensure that the bank delivers a seamless innovative and customer-centric experience from onboarding through servicing retention and loyalty. As a newly established bank the role will play a key part in embedding a customer-first culture leveraging data insights technology and process excellence to exceed customer expectations.
KEY RESULT AREAS
Strategy & Leadership
- Develop and execute OM BanksCustomer Experience Strategyaligned to business goals and regulatory requirements.
- Build lead and inspire a high-performing CX team with capabilities in service design customer insights complaints management and service excellence.
- Champion acustomer-first cultureacross all departments ensuring that CX is embedded in decision-making.
Customer Journey Design & Optimisation
- Map and continuously refineend-to-end customer journeysfor retail SME and digital banking segments.
- Collaborate with Product Marketing Operations and Technology to ensurefrictionless omni-channel experiences(mobile web contact centre in-branch).
- Applyservice design thinkingandhuman-centred design principlesto create intuitive and delightful interactions.
Voice of the Customer (VoC) & Insights
- Establish and managecustomer feedback mechanisms including surveys focus groups and social listening tools.
- MonitorNet Promoter Score (NPS)Customer Satisfaction (CSAT)Customer Effort Score (CES)and other KPIs.
- Use insights to drive service improvements and prioritise initiatives with the highest customer impact.
Service Operations & Quality
- Overseecontact centre operationsand digital support channels to ensure responsive empathetic and effective customer assistance.
- Setservice level agreements (SLAs)and quality standards ensuring compliance withBanking OmbudsmanandFAIS/FSCArequirements.
- Implement acomplaints management frameworkthat resolves issues quickly and fairly.
Digital & Innovation Enablement
- Partner with the Technology team to ensure digital channels areintuitive accessible and secure.
- Identify opportunities forautomation AI-driven personalisation and self-service to improve efficiency and customer satisfaction.
- Keep abreast ofbanking CX trendslocally and globally implementing relevant innovations.
Governance & Compliance
- Ensure all CX processes comply withSouth African banking regulations includingPOPIAandTreating Customers Fairly (TCF)principles.
- Provide regular CX reports to Exco Board Committees and regulators as required.
ROLE REQUIREMENTS
- Bachelors degree in Business Marketing Customer Experience or related field (Masters advantageous).
- 8 years experience in customer experience management ideally inbanking fintech or digital-first environments.
- Proven track record indesigning and implementing customer journeysacross multiple channels.
- Experience in managingcontact centre operationsand digital service platforms.
- Knowledge ofcustomer analytics tools CRM systems and CX metrics.
- Understanding ofSouth African banking regulationsand customer protection frameworks.
Skills and Competencies:
- Strong strategic thinking andcommercial acumen.
- Excellent leadership coaching and people management skills.
- Data-driven with strong analytical and problem-solving skills.
- Outstanding communication negotiation and stakeholder engagement skills.
- Passion forinnovation service excellence and customer advocacy.
Skills
Action Planning Adaptive Thinking Agile Project Management Business Requirements Analysis Current State Assessment Customer Feedback Management Data Analysis Executing Plans Identifying Customer Needs Market Analysis Oral Communications Presenting Solutions Strategic Planning Target Market SegmentationCompetencies
Balances StakeholdersBuilds Effective TeamsBusiness InsightCommunicates EffectivelyCustomer FocusDrives Vision and PurposeFinancial AcumenManages ComplexityEducation
Bachelors Degree (B)Closing Date
03 September 2025 23:59The 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!
Employment Type
Full-Time
