Senior Journey Lead: Retail Claims Experience

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

Job summary

Old Mutual Limited in Cape Town is seeking a Journey Lead for Retail Claims to design and deliver exceptional customer journeys across Digital, Branch, Email and Call Centre channels. You will oversee end-to-end claims processes, align with agile delivery, and drive improvements that enhance customer satisfaction for policyholders, beneficiaries, advisers, and third parties.

You will lead cross-functional teams, collaborate with product, technology, operations and marketing, and ensure

Qualifications

• Minimum 5 years in leadership roles focusing on customer journeys, CX, or technical operations.
• Proven track record applying Agile methodologies within 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.
• Knowledge of Retail PF and MFC product lines and related systems.

Responsibilities

• Lead the design and delivery of end-to-end customer journeys across Retail channels.
• Embed agile practices and facilitate ceremonies (stand-ups, retrospectives, planning).
• Engage stakeholders and build cross-functional collaboration to meet goals.
• Ensure compliance with regulatory requirements and risk controls.
• Drive continuous improvement through MIS reporting and performance data.

Skills

Agile leadership

Stakeholder management

Data-driven insights

Retail product knowledge

Education

NQF Level 7 degree or higher in relevant field

Tools

Bancs

Omega

Craft

Bizagi

EMS

AWD

Job description

Old Mutual Limited in Cape Town is seeking a Journey Lead for Retail Claims to design and deliver exceptional customer journeys across Digital, Branch, Email and Call Centre channels. You will oversee end-to-end claims processes, align with agile delivery, and drive improvements that enhance customer satisfaction for policyholders, beneficiaries, advisers, and third parties.

You will lead cross-functional teams, collaborate with product, technology, operations and marketing, and ensure