Head : Credit Innovation at Absa Group Limited (Absa)

Job Description

We are building the next generation of customer-centric, experience-led credit — and are looking for a senior executive to lead this transformation across retail banking.

Credit Proposition & Commercialisation

• Design and optimise end-to-end credit journeys across application, allocation, servicing and maintenance
• Define business rules and decisioning strategies to maximise customer value and profitability
• Translate customer insights and personas into relevant, personalised credit recommendations and offers
• Drive the transition from product-led to customer-led credit strategies

Customer Experience (CX) & Journey Design

• Own and drive customer experience (CX) outcomes across the credit lifecycle
• Design intuitive, frictionless and digitally-led credit journeys that improve conversion, utilisation and satisfaction
• Identify and eliminate customer pain points and drop-offs across onboarding, decisioning and collections
• Embed UX best practices and human-centred design principles into credit products and processes
• Partner with digital, CX and design teams to ensure consistent, seamless omni-channel experiences

Next-Generation Capability Development

• Incubate and embed advanced credit capabilities (data science, behavioural insights, ECM, rewards)
• Leverage data to optimise engagement, utilisation and collections strategies
• Identify customer-level triggers to drive timely, contextualised credit interventions
• Enhance both customer experience and operational efficiency through smarter decisioning

Experience

• 8–10 years’ leadership experience within banking, lending or financial services
• Strong background in credit strategy, lending, or portfolio optimisation
• Proven experience driving customer experience (CX) or digital transformation initiatives
• Experience working across risk, product, analytics and customer experience teams