Customer Experience (CX) Analyst - Johannesburg at Old Mutual

Job Description

• The Customer Experience (CX) Analyst plays a key role in enhancing and optimising the customer application journey across Old Mutual Corporate. 
• The role is responsible for understanding customer needs, analysing customer behaviour and feedback, identifying journey pain points, process optimisation and supporting the design and implementation of improvements that enhance customer experience and business performance.
• Acting as the voice of the customer advocate, the CX Analyst combines customer insights, journey analysis, operational data and stakeholder engagement to identify opportunities that improve customer ease, satisfaction, conversion and retention. The role works closely with business, operational, digital and design teams to ensure customer-centric thinking is embedded throughout the customer journey and experience design process.

Key Responsibilities:

Customer Journey Analysis and Optimisation

• Analyse end-to-end customer application journeys to identify customer pain points, service gaps, inefficiencies and opportunities for improvement.
• Map and evaluate customer interactions across key touchpoints
• Recommend and support initiatives that simplify and enhance customer experiences.
• Monitor customer journey performance and identify emerging customer needs and expectations.
• Contribute to customer-centric solutions that improve ease of doing business, conversion and customer satisfaction.
• Work closely with technical teams to support implementation

Voice of Customer and Customer Insights

• Gather, analyse and interpret customer feedback from relevant Voice of Customer channels.
• Identify customer trends, recurring issues and root causes that affect the customer experience.
• Translate customer feedback into actionable recommendations and improvement opportunities.
• Develop meaningful customer insights to support prioritisation and business decision-making.
• Monitor customer sentiment and provide regular customer experience reporting.

Customer Experience Measurement

• Support the implementation and tracking of customer experience measures and performance indicators.
• Analyse customer and operational data to identify trends, risks and opportunities.
• Monitor the effectiveness of customer experience initiatives and recommend corrective action where required.
• Support continuous improvement through data-driven insights and recommendations.

Stakeholder Collaboration and Engagement

• Partner with operational, digital, technology, product and customer-facing teams to improve customer experiences.
• Collaborate with UX, service design and development teams to ensure customer insights inform solution design and delivery.
• Facilitate discussions and workshops to understand customer challenges, operational realities and improvement opportunities.
• Promote customer-centric thinking and advocate for positive customer outcomes across the organisation.
• Build effective stakeholder relationships to enable customer experience improvements.

Continuous Improvement and Innovation

• Identify opportunities to improve customer journeys, processes and service experiences.
• Support the implementation and monitoring of customer experience enhancement initiatives.
• Conduct root cause analysis on recurring customer issues and service challenges.
• Contribute to a culture of continuous improvement, operational excellence and customer-centric innovation.

Key Performance Areas

• Improvement in customer application journey performance and customer ease.
• Identification and implementation of customer experience improvement opportunities.
• Effectiveness and quality of customer experience measurement and reporting.
• Improvement in customer satisfaction, sentiment and journey outcomes.
• Reduction in customer pain points, service failures and journey friction.
• Effective stakeholder engagement and advocacy of customer-centric practices.
• Contribution to strategic customer experience and operational improvement initiatives.

Qualifications:
Minimum:

• Bachelor's degree or relevant qualification in Customer Experience, Business, Marketing, Commerce

Experience
Minimum:

• 3 to 5 years' experience in Customer Experience, Customer Service, Customer Insights, Service Improvement, Operational Excellence, Process Optimisation or a related customer-focused environment.
• Experience identifying and resolving customer pain points and service challenges.
• Experience analysing customer feedback, customer behaviour and operational performance data to support experience improvements.
• Experience working within customer-facing operations and understanding end-to-end customer journeys.
• Experience engaging with cross-functional stakeholders to implement customer or process improvement initiatives.
• Experience contributing to continuous improvement, customer-centricity and operational efficiency programmes.

Preferred

• Experience within financial services, banking, insurance, retail, telecommunications or another customer-centric industry.
• Experience supporting customer onboarding, application, servicing or digital customer journeys.
• Experience with Voice of Customer programmes, customer satisfaction measurement or customer research activities.
• Experience in customer journey mapping, service design or process improvement initiatives.
• Experience working within Operational Excellence, Lean, Continuous Improvement or Quality Management environments.
• Experience using customer experience measures and operational performance indicators to identify and drive improvement opportunities.

Technical Skills

• Customer Journey Mapping
• Voice of Customer Analysis
• Customer Experience Measurement
• Customer Research and Insight Generation
• Customer Service Excellence
• Process Optimisation
• Operational Excellence
• Root Cause Analysis
• Continuous Improvement
• Customer Experience Reporting and Dashboarding
• Behavioural Competencies
• Customer focus
• Analytical thinking
• Problem solving
• Curiosity and insight generation
• Collaboration and influence
• Clear communication
• Continuous improvement mindset
• Attention to detail
• Adaptability
• Results orientation

Skills

• Action Planning, Agile Project Management, Computer Literacy, Customer Value Proposition Development, Data Compilation, Evaluating Information, Executing Plans, IT Implementation, Market Analysis, Market Research Analysis, Product Development

Competencies

• Business Insight
• Collaborates
• Cultivates Innovation
• Customer Focus
• Decision Quality
• Drives Results
• Ensures Accountability
• Interpersonal Savvy

Education

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

Closing Date

24 August 2026 , 23:59