Head Customer Experience 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 Head of Customer Experience (CX) will be responsible for designing, implementing, and continuously improving OM Bank’s end-to-end customer journey across all channels.
• This role will ensure that the bank delivers a seamless, innovative, and customer-centric experience from onboarding through servicing, retention, and loyalty. As a newly established bank, the role will play a key part in embedding a customer-first culture, leveraging data insights, technology, and process excellence to exceed customer expectations.

KEY RESULT AREAS

Strategy & Leadership

• Develop and execute OM Bank’s Customer Experience Strategy aligned to business goals and regulatory requirements.
• Build, lead, and inspire a high-performing CX team with capabilities in service design, customer insights, complaints management, and service excellence.
• Champion a customer-first culture across all departments, ensuring that CX is embedded in decision-making.

Customer Journey Design & Optimisation

• Map and continuously refine end-to-end customer journeys for retail, SME, and digital banking segments.
• Collaborate with Product, Marketing, Operations, and Technology to ensure frictionless, omni-channel experiences (mobile, web, contact centre, in-branch).
• Apply service design thinking and human-centred design principles to create intuitive and delightful interactions.

Voice of the Customer (VoC) & Insights

• Establish and manage customer feedback mechanisms, including surveys, focus groups, and social listening tools.
• Monitor Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and other KPIs.
• Use insights to drive service improvements and prioritise initiatives with the highest customer impact.

Service Operations & Quality

• Oversee contact centre operations and digital support channels to ensure responsive, empathetic, and effective customer assistance.
• Set service level agreements (SLAs) and quality standards, ensuring compliance with Banking Ombudsman and FAIS/FSCA requirements.
• Implement a complaints management framework that resolves issues quickly and fairly.

Digital & Innovation Enablement

• Partner with the Technology team to ensure digital channels are intuitive, accessible, and secure.
• Identify opportunities for automation, AI-driven personalisation, and self-service to improve efficiency and customer satisfaction.
• Keep abreast of banking CX trends locally and globally, implementing relevant innovations.

Governance & Compliance

• Ensure all CX processes comply with South African banking regulations, including POPIA and Treating Customers Fairly (TCF) principles.
• Provide regular CX reports to Exco, Board Committees, and regulators as required.

ROLE REQUIREMENTS

• Bachelor’s degree in Business, Marketing, Customer Experience, or related field (Master’s advantageous).
• 8+ years’ experience in customer experience management, ideally in banking, fintech, or digital-first environments.
• Proven track record in designing and implementing customer journeys across multiple channels.
• Experience in managing contact centre operations and digital service platforms.
• Knowledge of customer analytics tools, CRM systems, and CX metrics.
• Understanding of South African banking regulations and customer protection frameworks.

Skills and Competencies:

• Strong strategic thinking and commercial acumen.
• Excellent leadership, coaching, and people management skills.
• Data-driven with strong analytical and problem-solving skills.
• Outstanding communication, negotiation, and stakeholder engagement skills.
• Passion for innovation, service excellence, and customer advocacy.

Skills

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

Competencies

• Balances Stakeholders
• Builds Effective Teams
• Business Insight
• Communicates Effectively
• Customer Focus
• Drives Vision and Purpose
• Financial Acumen
• Manages Complexity

Education

• Bachelors Degree (B)

Closing Date

• 03 September 2025