Senior Manager: Customer Insights

Absa Group; Sandton; On-site; ZAR 800 000 - 1 100 000; Full time

Job summary

A leading financial services provider in South Africa seeks a Senior Manager: Insights to lead the transformation of client experience through advanced analytics and innovative data solutions. The successful candidate will leverage real-time analytics, drive stakeholder engagement, and collaborate cross-functionally. This role demands a proven track record in insights and a strong ability to influence strategic priorities. If you thrive in dynamic settings and are passionate about client experience, consider joining us.

Benefits

Equal opportunity employer

Diversity and inclusion initiatives

Qualifications

• Proven experience in customer and colleague insights, analytics, or related fields.
• Strong track record of delivering actionable insights and influencing stakeholders.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the transformation of client and colleague experience through analytics.
• Drive the adoption of advanced analytics and dashboarding.
• Build relationships with stakeholders and provide expert advice.

Skills

Customer insights

Advanced analytics

Stakeholder management

Data visualization

Problem-solving

Education

Bachelor's Degree in Business or related field

Tools

Power BI

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

As Senior Manager: Insights within CIB Client Care, you will lead the transformation of client and colleague experience through innovative, real-time analytics and data-driven decision-making. You will pioneer the use of advanced data visualization, generative AI, and agile methodologies to deliver actionable insights that directly shape business strategy and client outcomes. This role is ideal for a dynamic leader who thrives on solving complex challenges, collaborating across functions, and driving measurable improvements in satisfaction, engagement, and operational excellence. If you are passionate about setting new standards for client experience and building a data-driven culture, we invite you to join us in shaping the future of financial services at Absa CIB.

Job Description

Job Title: Senior Manager: Insights – CIB Client Care
Business Unit: Absa Corporate and Investment Banking
Location: Johannesburg
Reports to: Head of Client Care

Purpose

To develop and execute tactical strategies and delivery plans for customer and colleague insights within CIB Client Care, ensuring operational implementation and adoption of best-in-class methodologies, governance, and delivery objectives. This role is pivotal in driving value creation, business decision-making, and customer management through actionable insights, advanced analytics, and stakeholder engagement.

Key Responsibilities

• Customer & Colleague Insights Leadership

• • Proactively research, design, and deliver impactful insights using market trends, competitor analysis, and global best practices across customers, products, and channels.

  • Integrate primary and secondary data sources to produce actionable insight reports that inform business strategy and operational improvements.

  • Lead the development and continuous enhancement of measurement frameworks (e.g., CSAT, active and passive tracking, user experience) for both client and colleague journeys.

  • Champion the use of real‑time feedback and dynamic data visualization to accelerate agile, client‑led decision‑making.

• Advanced Analytics & Innovation

• • Drive the adoption of advanced analytics, dashboarding, and generative AI to enhance the quality, speed, and relevance of insights.

  • Pioneer innovative solutions, leveraging both structured and unstructured data to provide a comprehensive view of client experience.

  • Promote automation and scalable solutions for data collection, reporting, and visualization, reducing manual intervention and turnaround times.

• Stakeholder Engagement & Influence

• • Build strong relationships with internal and external stakeholders, providing expert advice to senior management on key insights and analytics.

  • Translate insights into clear recommendations and action plans, influencing product development, service delivery, and strategic priorities.

  • Collaborate across technology, product, and business teams to ensure effective implementation and adoption of insight capabilities.

• Operational Excellence & Governance

• • Ensure robust governance, risk management, and compliance across all insight and analytics activities.

  • Document and embed processes, controls, and business rules, driving continuous improvement and adherence to best practices.

• Performance Measurement & Value Demonstration

• • Assist with the development and delivery of portfolio performance analysis, including operating margins, profitability, market share, and growth opportunities.

  • Demonstrate the value of insights through measurable improvements in client and colleague satisfaction, business outcomes, and operational efficiency.

Key Requirements

• Proven experience in customer and colleague insights, analytics, or related fields within financial services or a similar complex environment.

• Strong track record of delivering actionable insights, driving automation, and influencing senior stakeholders.

• Expertise in advanced analytics, dashboarding (e.g., Power BI), and data visualization.

• Demonstrated ability to lead cross‑functional projects, manage multiple priorities, and deliver results in a fast‑paced, dynamic setting.

• Excellent communication, stakeholder management, and problem‑solving skills.

• Experience with real‑time feedback platforms, agile methodologies, and generative AI will be advantageous.

Ready to set new standards in client experience? Apply now and help us shape the future of CIB Client Care at Absa.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised