Journey Lead: Agile CX Architect

Old Mutual Life Assurance Company (SA) Ltd

Cape Town

On-site

ZAR 1,000,000 - 1,300,000

Full time

2 days ago

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Job summary

Old Mutual Life Assurance Company (SA) Ltd is seeking a Journey Lead to drive transformational customer journeys across PF Financial Changes. You will align strategic objectives, lead cross-functional teams, and execute innovative solutions to enhance customer experiences.

The role emphasizes agile execution, data-driven improvements, and KPI reporting to boost satisfaction and engagement. The role requires leadership in customer journey management, strong stakeholder collaboration, and

Qualifications

Matric or Degree or related field required.
Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL.
Minimum of 5 years’ leadership experience in customer journey management or related areas.
Proven track record implementing Agile methodologies and leading cross-functional squads.
Strong stakeholder management and data-driven process improvement.

Responsibilities

Lead design and implementation of customer journeys aligned to business objectives.
Use data and insights to identify pain points and opportunities for improvement.
Collaborate with product, technology, operations and marketing to define success metrics.
Embed agile practices and facilitate ceremonies to accelerate delivery.
Ensure compliance with PF, Tax and POPI acts and related policies.
Manage service delivery, SLAs, and performance reporting for ongoing improvements.