Customer Journey Lead: Agile Transformation & CX

Old Mutual Limited; Cape Town; On-site; ZAR 1,000,000 - 1,800,000; Full time

Job summary

Old Mutual Limited in South Africa seeks a Journey Lead to drive transformational customer journeys across PF Financial Changes, aligning cross-functional teams and agile execution to deliver impactful improvements.

You will embed data-driven improvements, manage stakeholders, and ensure compliance with PF Act, Income Tax Act, and POPI while monitoring KPIs to boost customer satisfaction and engagement.

Qualifications

• Matric, and/or Degree or a related field.
• Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL, etc.
• Minimum of 5 years’ experience in a leadership role with a focus on customer journey management, customer experience, service design, or technical operations.
• Proven track record of implementing Agile methodologies within teams with cross-functional squads.
• Strong stakeholder management skills with internal and external partners.
• Data-driven insights to enhance processes, improve customer satisfaction, and drive efficiency.
• Proven experience with sales distribution channels.
• Solid knowledge of MFC and PF products including administration systems like Bancs, Bizagi, CMOS, BPM, and Vantage.

Responsibilities

• Lead the design and implementation of customer journeys aligned with objectives.
• Use data insights to identify pain points and opportunities for improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.
• Embed agile methodologies and facilitate ceremonies.
• Manage cross-functional stakeholder relationships and resolve dependencies.
• Ensure compliance with PF Act, Income Tax Act, and POPI Act.

Skills

Action Planning

Agile Project Management

Change Management

Executing Plans

Legal Practices

Occupational Safety and Health

Oral Communications

Policies & Procedures

Professional Presentation

Project Delivery Management

Safety Management

Servant Leadership

Education

Bachelor's degree

NQF Level 7

Advance Diploma

Postgraduate Certificate

Tools

Bancs

Bizagi

CMOS

BPM

Vantage

Job description

Old Mutual Limited in South Africa seeks a Journey Lead to drive transformational customer journeys across PF Financial Changes, aligning cross-functional teams and agile execution to deliver impactful improvements.

You will embed data-driven improvements, manage stakeholders, and ensure compliance with PF Act, Income Tax Act, and POPI while monitoring KPIs to boost customer satisfaction and engagement.