Senior Journey Owner

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

As Journey Owner, you will be responsible for designing, optimizing, and managing the customer journey across various touchpoints and channels to ensure a seamless and positive experience for customers/advisor. You will work closely with cross-functional teams, including marketing, sales, product, customer support, and IT, to align strategies and initiatives that support the overall customer journey.

REGULATORY SCOPE:

• High- critically in terms compliance with regulations as well as high impact of any regulatory change which requires process and con trol changes

PRODUCT SPAN:

• High: In-depth knowledge and understanding of products across life, risk and investment industry

PEOPLE LEADERSHIP:

• Collaborate with cross-functional teams to develop and implement strategies to enhance the customer experience.

• Define key performance indicators (KPIs) to measure the effectiveness of the customer journey.

• High – span of control, size and cost of team.

COST OPTIMIZATION/DRIVE AUTOMATION:

• Volume and size of financial exposure of claim could impact loss or profitability of Business, high impact

STRATEGIC PLANNING AND DEVELOPMENT:

• Understanding overall business objective, competitor landscape, providing thought leadership and foresight to ultimately to provide a leading customer journey experience

STAKEHOLDER MANAGEMENT AND COMMUNICATION:

• Managing all stakeholders involved in the overall journey experience across departments and also across journeys where relevant.

• Deep understanding of all segments in which we operate and nuances to meet customer needs

REPUTATIONAL IMPACT

• High – exposure to media, regulatory scope, product span requiring deep control of outcomes

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• Bachelor’s degree

• Proven track record of risk management experience.

• At least 8 years at middle/senior management level in financial service industry.

• Demonstrated experience in project and stakeholder management

• Experience in managing cross-functional teams and driving process improvements.

• Deep understanding and experience of advisor practices and how they operate.

• Experience of call center and back-office line management in financial service industry.

• Experience in regulatory, compliance and industry knowledge applicable to investment and underwritten life products.

• Strong background in customer service management, with a focus on enhancing customer experience.

• Ability to handle escalations and resolve complex customer issues effectively.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Knowledge of Agile methodology and experience in managing Agile Teams

COMPETENCIES REQUIRED

Strategic

Collaboration (Relating)

Customer First

Execution

Innovation (Perspective)

Leading with influence

Personal Mastery (Learning)

Technical Knowledge

Cross-Functional Collaboration

Data-Driven Decision Making

• Bachelor’s degree in business, marketing, communications, or a related field.
• Proven experience in customer/advisor experience, customer journey mapping, or related roles.
• Strong analytical skills and the ability to interpret data and metrics to drive decision-making.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Strategic thinking and problem-solving skills to identify opportunities for improvement in the customer journey.
• Experience with customer/advisor experience tools and platforms is a plus.

Skills

Action Planning, Adaptive Thinking, Agile Project Management, Current State Assessment, Data Analysis, Data Compilation, Executing Plans, Identifying Customer Needs, Market Analysis, Market Research Analysis, Oral Communications, Presenting Solutions, Strategic Planning, Target Market Segmentation

Competencies

Builds Effective TeamsBusiness InsightCommunicates EffectivelyCustomer FocusFinancial AcumenManages ComplexityNimble LearningOptimizes Work Processes

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

16 July 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!