Senior Manager: Customer Insights

1001 Absa Bank; South Africa; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Absa Bank is seeking a Customer Insights Lead to develop tactical strategies and delivery plans anchored in customer insight methodology. The role focuses on conducting in-depth market and customer research, producing actionable insight reports, and guiding governance and stakeholder engagement for data-driven decision making.

The position involves overseeing localized insight development, translating market potential into actionable business opportunities, and collaborating with

Qualifications

• Bachelor’s Degrees and Advanced Diplomas in Business, Commerce or Management Studies are required.
• Strong ability to translate customer insights into actionable business recommendations.

Responsibilities

• Create relevant and impactful customer insights and proactively research market trends.
• Develop recommendations based on market trends, competitor offerings and global best practices as it relates to customers, products and channels.
• Use data to prove or disprove customer hypotheses and produce insight reports from primary and secondary sources.
• Oversee development of market insights to drive value creation, decision making and customer management.
• Provide localized insight reports to cross-functional stakeholders including Channel, Operations and other BUs.
• Translate market potential into the internal customer base using qualitative and quantitative opportunity assessment.
• Formulate segmented fact bases and regional profiles influencing customer experience targets.
• Review Retail Customer MTP and ensure annual portfolio reviews covering margins, profitability, market share and brand value.
• Develop recommendations on strategic changes to position the business for growth.
• Ensure governance, control requirements and risk management processes are documented and followed.
• Engage with internal and external stakeholders, offering expert advice to senior management on key insights and analytics.

Skills

Customer insights

Market research

Data analysis

Stakeholder mgmt

Education

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

Job description

Job Summary

To develop tactical strategy and delivery plans, formulate associated practice/s and to ensure operational implementation and adoption i.t.o. customer insight methodology, governance and delivery objectives.

Job Description

Create relevant and impactful Customer insights Proactively research and develop recommendations based on market trends, competitor offerings and global best practices as it relates to Customers, Products and Channels. Use data to prove or disprove scenarios as defined through customer hypotheses and produce insight reports, integrating primary and secondary sources as relevant Oversee the Development of Market Insights: Determine the provision of in-depth customer focussed, goal-oriented insights and informatics that will drive/enable value creation, decision making and customer management. Determine the provision of detailed localized insight reports to cross functional stakeholders informing an appropriate business approach to their operating environment - these include Channel, Operations, other BUs based on latest and dynamic local holistic customer / consumer insights Provide ongoing intelligence which informs business planning and: Translate market potential back to internal customer base, using all dimensions to do qualitative and quantitative opportunity assessment from a customer/channel and product perspective. Formulate detailed segmented and consolidated fact bases, down to a regional profile influencing customer experience targets and solutions. Review the Retail Customer MTP Serving: Ensure the construction of adequate intelligence to conduct formalised reviews of the portfolio on at least an annual basis. Reviews to cover at least operating margins, customer profitability, market share, return on invested capital, market growth rates and potential, cash consumption rates, brand value, product pipelines and sustainability. Develop comprehensive recommendations on strategic changes required to position the business for continued growth. Governance and Control: Ensure that the defined engagement model and business rules are implemented and adhered to and where necessary corrective actions are implemented. Ensure that processes, control requirements and risk management frameworks that impact the area are documented and understood by all members of the team. Stakeholder engagement: Build strong relationships with internal and external stakeholders by provided expert advice to Business’ senior management teams with regards to key customer insights and analytics.

Education

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

At Absa, our story is not a single narrative. It’s thousands of individual journeys unfolding across Africa and beyond. From colleagues serving customers in local communities to teams shaping financial solutions across borders, Absa is built on people who bring their lived experiences, ambitions and perspectives into the workplace every day. Whether you’re starting your career, a seasoned leader or somewhere in between, your contribution is seen, valued and connected to something bigger. Our presence across Africa – which spans personal and business banking, corporate and investment banking, wealth and investment management, and insurance – exists because of the people who show up in their roles with purpose. Across Botswana, Ghana, Kenya, Mauritius, Mozambique, Seychelles, South Africa, Tanzania, Uganda and Zambia, our colleagues are shaping what Absa becomes in each market. Beyond the continent, teams in global offices and a technology hub support and extend the stories that prove that African talent can lead, influence and innovate on the global stage. At Absa, your story matters because progress is driven by human experience, not hierarchy. When people are enabled to bring their whole selves to work, they don’t just build careers. They help shape the future of Africa’s financial services landscape.