Retail Claims Journey Lead - Elevate Customer Experience

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

Job summary

Old Mutual South Africa is seeking a Journey Lead for Retail Claims to drive exceptional customer journeys across channels, optimise the claims experience, and embed agile practices across cross‑functional teams.

The role focuses on end‑to‑end claims process management, regulatory compliance, and continuous improvement to deliver best-in-market service. Strong leadership, data skills, and stakeholder collaboration are essential.

Qualifications

• Minimum of 5 years in a leadership role focusing on customer journey management or related operations.
• Proven track record implementing agile methodologies in teams and leading cross‑functional squads.
• Experience in stakeholder management with internal and external partners.
• Ability to use data-driven insights to improve processes and customer satisfaction.
• Product knowledge in Retail segments (PF, MFC).
• PAS proficiency: Craft, Bancs, Omega; Workflow proficiency: AWD, Bizagi, EMS.

Responsibilities

• Lead design and implementation of customer journeys aligned with business objectives and customer needs.
• Embed agile practices; facilitate ceremonies and iterative improvements.
• Engage with external stakeholders to anticipate needs and inform service design and journey improvements.
• Oversee data reporting and MIS to monitor performance and drive improvements.
• Manage and develop journey teams; set KPIs and coach for growth.
• Ensure compliance with regulatory requirements and risk controls.

Skills

Leadership

Agile methodologies

Stakeholder management

Data-driven decision making

Customer journey design

Team management

Education

NQF Level 7 – Degree or equivalent

Matric or equivalent

Tools

Miro

Smaply

Lucidchart

SAFe/Scaled Agile

Job description

Old Mutual South Africa is seeking a Journey Lead for Retail Claims to drive exceptional customer journeys across channels, optimise the claims experience, and embed agile practices across cross‑functional teams.

The role focuses on end‑to‑end claims process management, regulatory compliance, and continuous improvement to deliver best-in-market service. Strong leadership, data skills, and stakeholder collaboration are essential.