Head of Digital Client Engagement Channels

Sanlam Limited; South Africa; On-site; ZAR 1,200,000 - 2,300,000; Full time

Job summary

Sanlam Life and Savings (SLS) in South Africa seeks a Head of SLS Digital Client Engagement Channels to lead digital strategy and roadmaps across the Sanlam App, Sanlam Online, and Glue. You will align client journeys with business goals, governance, and technology to accelerate digital adoption and measurable client outcomes.

The role requires senior leadership in digital channels, strong collaboration with CBR and brand teams, and a track record of delivering large-scale digital ecosystems in

Qualifications

• Significant senior leadership experience in digital channels, digital product/platform management, client experience or digital transformation.
• Proven experience shaping and delivering large-scale digital client propositions or ecosystems.
• Demonstrated ability to lead across complex, matrixed organisations and influence senior stakeholders.
• Strong commercial experience translating digital investment into measurable client and business outcomes.
• Financial services, banking or insurance experience will be advantageous.

Responsibilities

• Define and lead the SLS digital client engagement strategy and roadmap organized around client journeys to drive engagement.
• Own CLM strategy and journeys across digital channels, aligned with other engagement channels and governance forums.
• Establish an integrated view of business demand across digital client engagement channels.
• Run a single digital priority process with a ranked portfolio, including API and data work across businesses.
• Shape investment priorities and business cases for material digital initiatives.
• Provide business ownership across SLS digital channels and platforms, including the Sanlam App, Sanlam Online and Glue.
• Establish consistent client journey design and experience standards across digital channels.
• Drive digital adoption, client engagement and servicing effectiveness; quantify value.
• Use insights to optimize digital performance and report channel value to executives.
• Set a target to move routine service to digital in coordination with contact center leaders.
• Partner with CBR to deliver opportunities from the Sanlam GoTyme Bank partnership.
• Collaborate with Brand, Marketing, Customer Servicing and Experience to translate priorities into roadmaps.
• Act as single point of engagement with digital delivery partners and supervise delivery priorities.
• Ensure governance on regulatory, information security and data privacy requirements; build a high-performing team.

Skills

Digital strategy

Product leadership

Client experience

Data analytics

Agile delivery

Cross-functional leadership

Transformation

Education

Bachelor's degree in Business/Technology/Digital

Postgraduate qualification advantageous

Tools

Glue data integration

Job description

Sanlam Life and Savings (SLS) in South Africa seeks a Head of SLS Digital Client Engagement Channels to lead digital strategy and roadmaps across the Sanlam App, Sanlam Online, and Glue. You will align client journeys with business goals, governance, and technology to accelerate digital adoption and measurable client outcomes.

The role requires senior leadership in digital channels, strong collaboration with CBR and brand teams, and a track record of delivering large-scale digital ecosystems in