Journey Lead: Agile Experience Architect

Old Mutual South Africa; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Old Mutual South Africa is seeking a senior Journey Management leader to design and implement customer journeys across channels. You will identify pain points from data, define success metrics, and drive improvements through cross-functional collaboration.

Strong Agile experience and stakeholder engagement are essential for delivering compliant, high-quality service. The role emphasizes governance, risk controls, and performance reporting, with a focus on Customer Experience and operational

Qualifications

• Matric and/or degree with leadership or related field.
• Knowledge of MFC and PF products such as OMP, Max Income, Max Investments, Vantage, GL.
• Minimum of 5 years in a leadership role focused on journey management or operations.
• Proven track record implementing Agile methodologies with cross-functional squads.
• Strong stakeholder management and data-driven process improvement.

Responsibilities

• Lead design and implementation of customer journeys aligned to business goals.
• Use data to identify pain points and opportunities for journey improvement.
• Collaborate with stakeholders to define success metrics and monitor progress.
• Embed agile methods to enable iterative improvements and faster delivery.
• Champion agile practices and run stand-ups, retrospectives, and planning.
• Build strong relationships with product, technology, operations, and marketing.
• Resolve dependencies and maintain alignment on goals across teams.
• Ensure compliance with PF Act, Income Tax Act, and POPI Act.

Skills

Action Planning

Agile PM

Change Management

Executing Plans

Legal Practices

Occupational Safety

Oral Communications

Policies & Procedures

Professional Presentation

Project Delivery

Safety Management

Servant Leadership

Education

Bachelor's Degree

NQF Level 7

Tools

Bancs

Bizagi

CMOS

BPM

Vantage

Job description

Old Mutual South Africa is seeking a senior Journey Management leader to design and implement customer journeys across channels. You will identify pain points from data, define success metrics, and drive improvements through cross-functional collaboration.

Strong Agile experience and stakeholder engagement are essential for delivering compliant, high-quality service. The role emphasizes governance, risk controls, and performance reporting, with a focus on Customer Experience and operational