Journey Lead: Customer Experience & Agile Delivery

oldmutual; Cape Town; Sur place; ZAR 900 000 - 1 300 000; Plein temps

Résumé du poste

Old Mutual in Cape Town is seeking a Journey Lead to guide and deliver transformational customer journeys across PF Financial Changes, aligning objectives and driving collaboration across cross-functional teams.

You will embed agile practices, define KPIs, and ensure compliant, high-quality service delivery while identifying opportunities to improve customer satisfaction and engagement, with reporting on performance metrics.

Qualifications

• 5+ years in a leadership role focusing on customer journey management, customer experience, service design, or technical operations.
• Proven track record implementing Agile methodologies within teams and leading cross-functional squads.

Responsabilités

• Lead the design and implementation of customer journeys aligned with business objectives and customer needs.
• Embed agile practices and facilitate ceremonies to enable iterative delivery of improvements.
• Engage with stakeholders across product, technology, operations and marketing to maintain alignment on goals.
• Monitor MIS and reporting to drive performance improvements and capacity planning.
• Provide leadership in risk, compliance and data governance within the journey management context.

Connaissances

Leadership

Agile methodologies

Customer journey management

Cross-functional collaboration

Formation

Matric/ Degree in related field

Description du poste

Old Mutual in Cape Town is seeking a Journey Lead to guide and deliver transformational customer journeys across PF Financial Changes, aligning objectives and driving collaboration across cross-functional teams.

You will embed agile practices, define KPIs, and ensure compliant, high-quality service delivery while identifying opportunities to improve customer satisfaction and engagement, with reporting on performance metrics.