Digital Operations Specialist at Old Mutual

Job Description

• At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose—building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.
• The Digital Operations Specialist with a Product focus (Onboarding) is responsible for analysing customer behaviour, interactions, and operational performance across all onboarding and activation touchpoints. The role combines data analytics, user-journey diagnostics, operational insight, and cross-functional collaboration to identify friction, uncover opportunities, and drive measurable improvements in conversion rates—from sign-up to funded account.
• The specialist will work closely with Product, Design/UX, Engineering, Risk/Compliance, and Customer Support teams to translate insights into operational enhancements, experiment ideas (A/B tests), and improved end-to-end customer experience.

KEY RESULT AREAS

Customer Journey Insights & Analytics

• Analyse structured data (event logs, funnel analytics, system metrics) to identify drop-off points and behaviour patterns.
• Analyse unstructured data (customer queries, call transcripts, chats, emails, app store reviews) to detect friction themes.
• Build dashboards and reports tracking onboarding funnel performance.

Metrics:

• Funnel conversion improvement (e.g., KYC completion %, funding %, first transaction %).
• Reduction in friction hotspots (e.g., less customer support volume related to onboarding).
• Insight-to-action cycle time (speed from identifying an issue → proposing improvement).

Operational Process Optimisation

• Diagnose operational bottlenecks (e.g., KYC delays, verification failures, slow response times).
• Collaborate with engineering and operations to implement workflow changes.
• Ensure onboarding processes comply with regulatory and risk requirements while maintaining customer experience.

Metrics:

• Reduction in onboarding processing times.
• Lower KYC retries or rejections caused by operational issues.
• Stability and uptime improvements for onboarding systems (working with tech).

Experimentation & Continuous Improvement

• Recommend UX, process, and communication enhancements based on insights.
• Partner with Product to run A/B tests on onboarding screens, messaging, and flows.
• Track the impact of implemented changes with clear, data-driven results.

Metrics:

• Measurable uplift from experiments.
• Adoption of recommended improvements by Product and Operations teams.
• ROI of implemented enhancements.

Voice of the Customer (VoC) & Root-Cause Analytics

• Synthesize customer feedback data into actionable insights.
• Build and maintain a VoC repository, tagging and categorizing recurring issues.
• Conduct deep-dives on failure cases (e.g., KYC fails, payment declines, abandoned onboarding).

Metrics:

• Reduction in VoC-related complaints around onboarding.
• Fewer repeat issues or incidents from the same root cause.
• Improved customer satisfaction/CSAT for onboarding experiences.

Reporting & Stakeholder Communication

• Produce weekly and monthly onboarding performance reports.
• Present insights and recommendations to senior management.
• Document processes, findings, and improvement roadmaps.

Metrics:

• Stakeholder satisfaction with clarity and usefulness of insights.
• Timeliness and quality of reporting.
• Implementation rate of actionable recommendations.

ROLE REQUIREMENTS

Technical & Analytical Skills

• Proficiency with data analytics tools (e.g., SQL, Python, Power BI).
• Ability to analyse large data sets and create funnel analytics.
• Experience with customer journey mapping and behavioural analytics tools (e.g. Braze)
• Comfort with natural language insights extraction (e.g., sentiment analysis, keyword clustering).
• Basic understanding of A/B testing methodologies and experimentation frameworks.
• Sound understanding of the Software development lifecycle.

Domain & Business Skills

• Experience in digital financial services, fintech, payments, or consumer digital products.
• Understanding of KYC, onboarding compliance, and risk-related processes.
• Familiarity with mobile app user experience best practices.
• Knowledge of operational processes and scaling digital workflows.

Soft Skills

• Strong problem-solving and root-cause analysis ability.
• Excellent communication—able to convert data into narratives and actionable insights.
• Cross-functional collaboration: comfortable working with Product, Engineering, UX, and Risk teams.
• Detail-oriented with a continuous improvement mindset.
• High ownership and ability to work autonomously.

Advantageous Skills

• Experience with machine learning classification or clustering for unstructured data.
• Prior experience in digital onboarding optimisation.
• Familiarity with customer service platforms and ability to mine their data.
• UI/UX understanding (even at a conceptual level).

Qualifications

• NQF Level 7 - Degree, Advanced Diploma or Postgraduate Certificate or equivalent would be advantageous.

Skills

• Action Planning, Analytics Software, Budget Management, Business Intelligence (BI) Analysis, Customer-Focused, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Data Modeling, Evaluating Information, Numerical Aptitude, Report Review, Sales Data Management, Statistical Analysis Techniques

Competencies

• Business Insight
• Communicates Effectively
• Cultivates Innovation
• Decision Quality
• Manages Complexity
• Optimizes Work Processes
• Situational Adaptability
• Strategic Mindset

Education

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

Closing Date

• 16 November 2025