Head of Customer Value Propositions at Old Mutual

Job Description

Designs and facilitates integrated customer value propositions strategy for the Corporate segment

• Lead the crafting of the customer strategy for the Corporate segment
• Define relevant, commercially viable and practically addressable target markets and boundaries between customer markets
• Function as the segment champion for Market Conduct
• Drive the cultural shift and orientation across the value chain to be customer led and externally orientated

Defines and implements fit for purpose operating practices to execute strategy

Propositions and customer experience

• Monitor and review the performance of existing propositions and the customer experience. Use insights to identify opportunities for enhancement or changes to increase retention, acquisition, efficiency
• Ensure needs of corporate clients as well as employees or members of any group solution are addressed
• Design of end-to-end value proposition including pricing (at customer level as opposed to product level) and validate the commercial business case
• Oversee and co-ordinate the end-to-end delivery of the customer value proposition (CVP) from design to execution ensuring the delivery of the desired customer experience
• Ensure that business delivers integrated CVP’s
• Lead the development of the end to end member experience for each market segment mindful that members could be customers of OML’s retail segments, recommending servicing and product feature improvements
• Create an effective development framework, to support new propositions and ongoing proposition changes.
• Develop customer reporting frameworks and dashboards that inform key decisions relating to CX.

Drive Customer Engagement and Experience Management

• Responsible for the development of customer journey maps for clients and members, as input into proposition development and management
• Stay abreast of the consumer and market trends and developments including competitor activity
• Conduct deep and targeted customer research to inform strategies and propositions
• Provide input to the design and execution of customer campaigns and communications
• Monitor the customer experience and feed this into customer strategies

Leverage Customer data analytics

• Drive the collection and use of deep data analytics of potential and actual clients in addition to member data
• Oversee the mining, sorting and analyses of customer data to develop customer insights for proposition development and customer segment teams
• Manage the process of generating leads and ensuring leads are directed to the appropriate team for action

Enables best practice Business partnering and stakeholder management

• Act as the key interface with product solutions, distribution and operations so that the delivery of target market proposition is integrated.
• Work closely with key stakeholders to execute on a coherent customer strategy and CVP.
• Set requirements and informs the backlog and prioritization for any agile implementation across the value chain
• Work closely with Retail segment CVP teams and Sales and Distribution to ensure an integrated member CVP and delivery
• Network and build longer term relationships with others (internal and external) in order to attain business objectives
• Provide ongoing expert decision support for all parts of the value chain
• Role model client centric behaviour

Demonstrates Management & Leadership Effectiveness

• Align others to best practice and set standards of excellence
• Define performance parameters and measurements for area under supervision.
• Manage performance and service delivery through direct reports and their teams.
• Oversee selection, performance management and talent management in business area.
• Ensure effective talent management including succession planning; transformation per the BBBEE targets of the segment and national EAC (economically active population), skills development and training for a sustainable operating model and diverse high performing team
• Enable a culture of continuous learning and development in the organisation
• Drive and support change and culture shift initiatives

Oversees and ensures Risk Management, Governance and Compliance

• Ensure that the business unit is compliant with Group Governance Framework, Segment strategy and operating model and any statutory legislation and regulations
• Roll-out and embed Group policies and frameworks
• Ensure appropriate supplier procurement and contracting in line with the business’s BBBEE objectives, SMME focus and agile delivery
• Function as the business area point of contact with External Auditors
• Identify and manage key strategic risks; escalates where risks cannot be addressed at this level.
• Keep abreast of the unfolding environment that industry & competitors face and identify related risks

Responsibilities

Skills and Experience

• 5+ years in the application of proposition and service design disciplines with sound experience leading a team and solid understanding of the economics of different business models and markets. Financial services sector experience advantageous

Education

• Bachelors Degree (B) (Required), Post-graduate Diploma (PGDip)