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

At Old Mutual Corporate, our target market are businesses and institutions in South Africa. This role requires you to obsess about our customers, to be deeply curious about businesses and the people behind the businesses to understand customers better than anyone else – including themselves! Generating customer insights through various techniques will be the primary focus. These insights will be used to inform new solutions and/or processes as well as changes to existing solutions or processes.
We are looking for a candidate to work closely with and support the Customer Insights Manager in the team. This positions falls in our middle management category.

Key Result Areas

Observe and understand customers in their natural environment to provide context (social behaviours, emotional lens, routines, practices, belief systems, values etc.) behind what customers say and do to help guide business thinkingDefine research questions using a wide range of qualitative and quantitative research methods using the Customer Job to Be Done FrameworkProvide input into the nature of research data required for optimal customer insight generation that will help identify customer opportunities to enhance existing solutions or processes and maximize value to the customer via customer acquisition, cross-sell, up-sell, and retention strategiesTailor qualitative or quantitative research studies to generate impactful customer insights utilising the best research technique(s)Have access to and be skilled in a subset of the following technique(s): The ability to conduct interviews with C-suite Executives of Large Corporates & Business Owners of Small to Medium Businesses and other relevant stakeholders, Desktop research, Persona Development for Large Corporates and SMEs, Mystery Shopping, Surveying, Job to be done framework, Customer immersion techniques using anthropology, behavioural economics, and/ or ethnographyPerform customer-relevant, competitor trends, external/economic environment analysisExecute research projects end-to-end ensuring the appropriate processes, principles and resources are engaged to generate quality insightsGather, Analyse, and Synthesize data to produce relevant, meaningful, and impactful customer insightsReport on data analysis results and customer insights in creative ways to increase empathy and clarify customer understanding, implications, and opportunities.Work closely with the data & analytics team(s) to feed research results into data management system.

Role Requirements: Skills, Experience & Qualifications

Essential

MatricBachelor of Commerce in Marketing/ Research/ Market Research or relevant undergraduate degree3-5 years relevant working experienceDesktop research, interviewing, surveying, customer immersions (basic/ general), quantitative and qualitative research methodsBe a natural expert in your fieldFlexible and creative thinking with a deep sense of empathyProven ability to execute multiple projectsCreativity and open-minded approach to research methodologies.Experience with creating reports that effectively capture and communicate key observations and findings to stakeholders.Effective communication skills with the ability to work across multiple teams influencing to align and deliverInquisitive, independent explorerExcellent presentation and interpersonal skills

Advantageous

Undergraduate degree in Psychology/ Sociology/ Behavioural Sciences/ AnthropologyExperience within a regulated industry, with banking or financeB2B and B2B2C business modelsKnowledge and experience in behavioural economics to derive behavioural insightsUX research experienceGood understanding and experience of UX and/or CX qualitative methodsCustomer immersions using behavioural economics, or ethnography, or anthropology or a keen desire to develop these skillsDesigning and develop or/and implement Value proposition insights.

Skills

Competencies

Business Insight

Communicates Effectively

Customer Focus

Decision Quality

Manages Complexity

Nimble Learning

Optimizes Work Processes

Strategic Mindset

Education

Bachelor of Commerce (BCom): Marketing (Required), Matriculation Certificate (Matric) (Required)

Closing Date

18 February 2025 , 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.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

The Old Mutual Story!