Journey Lead: Retail Claims & CX Transformation

Old Mutual Life Assurance Company (SA) Ltd; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Old Mutual Life Assurance Company (SA) Ltd in Cape Town seeks a Journey Lead to drive transformational customer journeys across Retail shared services Servicing, aligning strategic objectives and delivering innovative solutions to improve the end-to-end claims experience for policyholders and third parties.

You will embed agile practices, lead cross-functional teams, manage risk and compliance, and use data-driven insights to optimise processes, partnering with product, technology, and

Qualifications

• Matric or degree in a related field.
• 5+ years in a leadership role with customer journey or experience focus.
• Proven agile implementation experience and cross-functional leadership.
• Stakeholder management across internal and external partners.
• Data-driven approach to process improvement and customer outcomes.
• Retail PF and MFC product knowledge.
• PAS proficiency: Craft, Bancs, Omega.
• Workflow proficiency: AWD, Bizagi, EMS.
• Experience in call center and back-office in financial services.

Responsibilities

• Lead and deliver transformational customer journeys across Retail servicing.
• Embed agile practices and facilitate ceremonies (stand-ups, retrospectives, planning).
• Engage stakeholders and align cross-functional teams to goals.
• Use data insights to identify pain points and measure journey success.
• Ensure compliance with AML, POPI, and tax requirements; manage risks.
• Oversee service delivery, SLAs, and continuous improvement initiatives.
• Coach and manage a team, including capacity planning and performance.
• Collaborate with product, technology, operations, and marketing.

Skills

Agile Implementation

Communication

Compliance Management

MIS Reporting

People Leadership

Risk Control

Stakeholder Engagement

Technical Processes

Agile Methodologies

Education

NQF Level 7 - Degree or equivalent

Tools

Miro

Smaply

Lucidchart

Bizagi

AWD

EMS

Craft

Bancs

Omega

Job description

Old Mutual Life Assurance Company (SA) Ltd in Cape Town seeks a Journey Lead to drive transformational customer journeys across Retail shared services Servicing, aligning strategic objectives and delivering innovative solutions to improve the end-to-end claims experience for policyholders and third parties.

You will embed agile practices, lead cross-functional teams, manage risk and compliance, and use data-driven insights to optimise processes, partnering with product, technology, and