Digital Enablement Consultant

Nedbank; Johannesburg; On-site; ZAR 550,000 - 900,000; Full time

Job summary

Nedbank is seeking a Digital Enablement Consultant to drive Self-Fulfilled digital insurance journeys by managing backlog, coordinating requirements, testing, and issue resolution. You will work with BITE, Digital, Product, CX and other stakeholders to ensure high-quality delivery.

You will own backlog items, coordinate changes, perform UAT, monitor journey health, and provide operational insights to improve client experience across the digital journey.

Qualifications

• General Communication Skills
• Leadership Skills
• Project Management
• Interpersonal Skills/ Client Relationship
• Innovation and creative skills
• Analytical Skills
• Digital Marketing
• Business Acumen
• Communication
• Managing Work
• Execution
• Operational Decision Making
• Technical/Professional Knowledge and Skills

Responsibilities

• Own and maintain the Self-Fulfilled digital backlog, including incidents, defects, enhancements, content changes and enablement requirements.
• Ensure backlog items are clearly documented, prioritised and progressed with relevant stakeholders.
• Track delivery, dependencies, risks and blockers through to resolution.
• Work closely with BITE and relevant delivery teams to clarify requirements and facilitate delivery.
• Investigate digital journey issues, incidents and client escalations to determine the nature and impact of the issue.
• Log and manage IMs/INCs, ensuring sufficient supporting information and evidence is provided.
• Liaise with BITE and relevant teams to facilitate investigation and resolution.
• Plan and execute UAT for digital fixes, enhancements and changes.
• Develop and execute appropriate test scenarios and document results.
• Identify and log defects, coordinate resolution and perform retesting.
• Validate that delivered changes meet agreed requirements and quality standards.
• Conduct ongoing digital journey health checks to identify breakages or unexpected behaviour.
• Monitor digital journeys to identify drop-offs, errors, abandonment and other areas impacting client experience.
• Use available analytics and operational insights to investigate journey performance.
• Translate findings into actionable improvements and track agreed actions through to completion.
• Maintain an accurate and current library of digital journeys and supporting documentation.
• Ensure journey and process documentation reflects current production journeys.
• Gather, clarify and document business requirements for digital enhancements and fixes.
• Translate business requirements into clear inputs for BITE and relevant delivery teams.
• Prepare and coordinate change requests, ensuring required information, stakeholder input and approvals are obtained.
• Track requirements and changes through implementation and validation.
• Ensure applicable governance and approval processes are followed.
• Produce accurate and timely digital enablement reporting.
• Maintain visibility of backlog status, incidents, resolution times, journey issues, enhancements, blockers and risks.
• Identify recurring issues, trends and items requiring intervention.
• Provide clear updates and actionable insights to relevant stakeholders.
• Contribute to Self-Fulfilled and Distribution reporting requirements.
• Build effective working relationships with development, Product, CX and other relevant stakeholders.
• Act as a key coordination point for digital enablement requirements and issues.
• Facilitate resolution of operational dependencies and blockers.
• Provide clear and timely communication on progress, risks, decisions and required actions.
• Participate in relevant operational, enablement and delivery forums.

Job description

• Cluster: Personal and Private Banking | Nedbank Insurance | Distribution
• Employment Equity Statement: Preference will be given to applicants from Underrepresented Group

Job Purpose

To enable the effective operation and continuous improvement of Self-Fulfilled digital insurance journeys by managing the digital backlog, coordinating requirements and issue resolution, conducting testing, investigating client and journey issues, and maintaining effective operational reporting and controls.

The role works closely with BITE, Digital, Product, CX and other relevant stakeholders to ensure digital requirements are clearly understood, issues and blockers are resolved, and changes are delivered to the required quality standards.

Job Responsibilities

• Own and maintain the Self-Fulfilled digital backlog, including incidents, defects, enhancements, content changes and enablement requirements.
• Ensure backlog items are clearly documented, prioritised and progressed with relevant stakeholders.
• Track delivery, dependencies, risks and blockers through to resolution.
• Work closely with BITE and relevant delivery teams to clarify requirements and facilitate delivery.

Incident, Issue and Complaint Management

• Investigate digital journey issues, incidents and client escalations to determine the nature and impact of the issue.
• Log and manage IMs/INCs, ensuring sufficient supporting information and evidence is provided.
• Liaise with BITE and relevant teams to facilitate investigation and resolution.
• Track incidents through to closure, proactively escalating delays and high-impact issues.
• Identify recurring issues and ensure appropriate corrective actions are initiated.

Testing and Quality Assurance

• Plan and execute UAT for digital fixes, enhancements and changes.
• Develop and execute appropriate test scenarios and document results.
• Identify and log defects, coordinate resolution and perform retesting.
• Validate that delivered changes meet agreed requirements and quality standards.
• Conduct ongoing digital journey health checks to identify breakages or unexpected behaviour.

Digital Journey Management

• Monitor digital journeys to identify drop-offs, errors, abandonment and other areas impacting client experience.
• Use available analytics and operational insights to investigate journey performance.
• Translate findings into actionable improvements and track agreed actions through to completion.
• Maintain an accurate and current library of digital journeys and supporting documentation.
• Ensure journey and process documentation reflects current production journeys.

Job Responsibilities Continue

Change and Requirements Management

• Gather, clarify and document business requirements for digital enhancements and fixes.
• Translate business requirements into clear inputs for BITE and relevant delivery teams.
• Prepare and coordinate change requests, ensuring required information, stakeholder input and approvals are obtained.
• Track requirements and changes through implementation and validation.
• Ensure applicable governance and approval processes are followed.

Reporting and Operational Insights

• Produce accurate and timely digital enablement reporting.
• Maintain visibility of backlog status, incidents, resolution times, journey issues, enhancements, blockers and risks.
• Identify recurring issues, trends and items requiring intervention.
• Provide clear updates and actionable insights to relevant stakeholders.
• Contribute to Self-Fulfilled and Distribution reporting requirements.

Stakeholder Management

• Build effective working relationships with development, Product, CX and other relevant stakeholders.
• Act as a key coordination point for digital enablement requirements and issues.
• Facilitate resolution of operational dependencies and blockers.
• Provide clear and timely communication on progress, risks, decisions and required actions.
• Participate in relevant operational, enablement and delivery forums.

People Specification

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate
• Advanced Diplomas/National 1st Degrees

Minimum Experience Level

Minimum 4 years experience as a Digital Enablement Consultant.

• Experience in digital enablement, digital operations, business analysis, application support or a related environment.
• Experience managing digital backlogs and requirements.
• Experience with incident investigation, defect management and UAT.
• Experience working across business and technology teams.
• Financial services or insurance experience would be advantageous.

Technical / Professional Knowledge

• General Communication Skills
• Leadership Skills
• Project Management
• Interpersonal Skills/ Client Relationship
• Innovation and creative skills
• Analytical Skills
• Digital Marketing
• Business Acumen
• Communication
• Managing Work
• Execution
• Operational Decision Making
• Technical/Professional Knowledge and Skills

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Nedbank Ltd Reg No 1951/000009/06.
Authorised financial services and registered credit provider (NCRCP16).