Journey Lead: Data-Driven CX & Agile Ops Leader

Old Mutual Limited; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks a senior leader to drive customer journey management, service design and technical operations. You will leverage data-driven insights to improve processes, measure performance with KPIs and guide cross-functional squads through Agile practices.

The role requires 5+ years in leadership, strong stakeholder management, and deep knowledge of MFC/PF products and related admin systems (Bancs, Bizagi, CMOS, BPM, Vantage).

Qualifications

• Matric and/or degree or related field.
• Knowledge of MFC and PF products (e.g., OMP, Max Income, Max Investments, Vantage, GL).
• 5+ years in a leadership role focused on customer journey management or service design.
• Experience implementing Agile within cross-functional squads.
• Strong stakeholder management and data-driven process improvement.
• Understanding of sales distribution channels.
• Experience with MFC and PF product administration systems (Bancs, Bizagi, CMOS, BPM, Vantage).
• Desirable: degree in business administration; journey mapping and design thinking familiarity.

Responsibilities

• Explain complex concepts in a client-friendly way.
• Monitor and act on management information for performance improvement.
• Diagnose and resolve workflow issues effectively.
• Plan and allocate work based on skills and competency matrices.
• Generate accurate statistical and progress reports for decision-making.
• Define KPIs to measure productivity, quality, and efficiency.
• Manage direct reports and full suite of people management.
• Drive data-driven decision-making and prioritisation.

Skills

Leadership

Stakeholder mgmt

Agile methodologies

Data-driven insights

Customer journey mgmt

Cross-functional squads

Process improvement

Team coaching

Education

Matric or Degree

Business Administration degree (preferred)

Tools

CMOS

Bancs

Bizagi

CMOS BPM

Vantage

Job description

Old Mutual Limited in Cape Town seeks a senior leader to drive customer journey management, service design and technical operations. You will leverage data-driven insights to improve processes, measure performance with KPIs and guide cross-functional squads through Agile practices.

The role requires 5+ years in leadership, strong stakeholder management, and deep knowledge of MFC/PF products and related admin systems (Bancs, Bizagi, CMOS, BPM, Vantage).