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

Job Description

Job Summary

Reporting to the Group Head of Customer Experience the role holder will contribute to our customer and intermediary experience transformation by working closely with the business units to analyze, optimize, and improve our processes and products. The role involves gathering and interpreting data, identifying areas for process enhancement, and ensuring product efficiency to meet business objectives. The analyst collaborates with cross-functional teams, including product and business development, actuarial, operations, and IT, and customer experience to drive new products, processes and continuous improvement initiatives.

The Role

The role holder will be critical to our integrated financial services agenda and customer experience market leadership ambitions. Specifically, the role holder will be required to:

Enhance collaboration between BUs to identify and leverage on opportunities for product bundling, cross sell and up sell Improve speed of execution in our product development and go to market strategies Analyse product offering and identify opportunities and market trends to drive our strategy Develop and implement process improvements to enhance customer experience and productivity Leverage on customer journey mapping to understand and address changing customer needs Audit and assess relevance of our product offering to the current market Monitor and measure performance and effectiveness of new products and processes Drive design thinking, continuous improvement and enhancement Collaborate with product teams to enhance product quality, functionality and marketability Measure effectiveness of new process and recommend adjustments as necessary

Key Tasks & Responsibilities

Customer Led Process Analysis & Optimization

Review current business processes and workflows from a customer point of view to identify customer pain points and areas for improvement.Develop strategies to optimize processes and enhance overall customer and intermediary experience.Monitor customer satisfaction from process performance.

Product Analysis & Improvement

Identify opportunities for product enhancement and bundling to drive IFS.Drive implementation of our product development methodology.Work closely with intermediaries to Identify trends, patterns, and areas for customer led product enhancement.Conduct customer data analysis on product performance and customer feedback.Work closely with product development teams to define customer needs and support product lifecycle improvements.Develop strategies to drive continuous product review to ensure products address customer needs and meet expectations.

Data Management & Reporting

Collect, analyze, and interpret customer feedback on products and processes to support decision-making.Create detailed reports and dashboards on new and existing products and processes to track performance.

Collaboration & Stakeholder Engagement

Work with cross-functional teams, including line of business specialists, product development, ICT, digital and data, actuarial, operations, finance, and customer experience.Support implementation of new products, processes and best practices.Leverage on process and customer journey mapping, process improvement methodologies and design thinking to train and guide teams on process and product improvements

Qualifications & Skills

Required

Bachelor’s degree in actuarial science, statistics, economics, business analytics, data science or related fields.Strong analytical and problem-solving skills.Excellent communication and stakeholder management skills.Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).

Preferred

Experience with ERP and CRM systems.Certification in Lean Six Sigma, Design Thinking, Business Process Management (BPM), or similar.Experience in customer and process journey mapping and improvement.Understanding of compliance and risk management

Competencies

Critical thinking, collaboration, communication, change management, creativity, market research, detail oriented, analysis, design thinking and project management

A Temporary employee in the Rest of Africa business.

Provides a service as a temporary employee covering many fields.

Skills

Competencies

Education

Closing Date

10 February 2025 , 23:59

The Old Mutual Story!