Feature Analyst at Old Mutual

Job Description

Implement tracking, data analysis & reporting of current and new service channels and related processes in order to increase efficiencies and customer experience. Design new business processes in partnership with IT and product owners to support and increase the adoption of new digital channels so as to increase OMI’s digital adoption.

• Design & develop processes to automate and improve customer experience.
• Design process automation solutions in accordance with the automation technology design principles.
• Effectively Utilize management information (MIS) and business intelligence (BI) to drive continuous improvement using existing and new channels.
• Build awareness of new channel enablers and their potential impact on business strategy.
• Collaborate across the different value chains to exploit efficiencies and economies of scale, and to ensure a positive customer experience across customer segments.
• Identify and assess potential IT and business opportunities that can be leveraged to deliver service capabilities using new channels.
• Map the business processes and technology to the new solutions.
• Analyse, map, document, and streamline workflow processes
• Implement Agile first methods that focus on delivering high value ROI solutions back to the business through rapid development and repeatable delivery frameworks.
• Provide business process improvement solutions
• Conduct research and provide thought leadership in order to drive continuous improvement to ensure an innovative competitive service and administration value proposition.

Continuous improvement to ensure effective service

• Ensure statutory and legislative knowledge is always current in order to resolve complaints, to advise the business on corrective solutions to mitigate risks and to improve the customer experience whilst complying with governance requirements.
• Ensure adherence to organisational governance policies, practices, and procedures.
• Identify solutions to enhance cost efficiencies and increase operational efficiency.

Service delivery to ensure customer satisfaction

• Maintain service, quality and desired outputs across the business process by ensuring compliance to tactical policies, procedures and standards.
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.

Ensure cost efficiency through financial and corporate governance

• Contribute to the development and implementation of fit for purpose budgets.
• Manage supplier relationships, and budgets associated with projects.

Manage quality people practices

• Align own behavior with the organization culture and values.
• Share and transfer product, process and systems knowledge to colleagues and team members.
• Collaborate and work with the business to deliver required service levels.
• Actively share information with other team members regarding innovation, successes, issues, trends and ideas.

Experience, Knowledge & Skills Required

• Bachelor’s degree
• Agile Certification
• Business analyses certification AND OR Feature Analyst certification / experience
• 4- 6 years’ experience in analyses, design, development and implementation of mobile, application, PWA, apps which automate, support and or service business processes.

Closing Date

• 04 October 2022