Head: Voice of Customer at Old Mutual South Africa

Job Description

At Old Mutual Corporate, our target market are businesses and institutions in South Africa. This role requires you to obsess about our customers, to be deeply curious about South African institutions and the people behind the institution to understand customers better than anyone else – including themselves!
You will set-up and lead the newly formed Voice of Customer capability. You will manage and oversee the research and customer insights process and join the dots in terms of what customers say, do and think to generate quality customer insights that enables customer-led decision-making improving customer acquisition. retention and loyalty. You will supervise a Voice of Customer team that will enable you to deliver the required outcomes. Old Mutual Corporate is the leader in Employee Benefits in South Africa and this role will report to the Chief Customer Officer.

• Obsess about customers to understand customers better than anyone else, including themselves!

• Set-up and lead the newly formed Voice of Customer Capability to improve customer acquisition. retention and loyalty through deep understanding of our target market

• Set the framework to identify and execute customer research to generate relevant customer insights using both quantitative and qualitative techniques to inform new opportunities in the market or enhancements to existing solutions

• Ensure majority of research activity can be performed in-house and Utilise services of external research agencies where required, in accordance with research budget

• Ensure customer data and analytics is leveraged to inform customer insights

• Socialise and integrate customer insights in the business to enable customer-led decision making

• Provide thought leadership in terms of ensuring our Voice of Customer capability is world class and leads the way globally

• Ensure ethical and legal research practices are followed at all times

• Leadership and Management of team and resources

• Manage customer insight demand from various teams

• Identify and embed the relevant   tools, processes and practices the team requires to fulfil their job effectively

• Manage resources, budget and finances relating to research activity

• Manage performance and service delivery of direct reports

• Ensure direct reports receive necessary training and development to be a high-performing team

• Lead by example by supporting organisational change and culture shift initiatives

Job Requirements

• Matric

• Relevant 3-year degree

• MBA would be advantageous

• 5-8 years relevant experience in customer research and setting up and running a voice of customer capability

• 5 yrs effective leadership skills

• Experience in Employee Benefits preferred

• Experience within a large corporate preferred

• Experience in B2B and B2B2C business models advantageous

• Experience in majority of the following skills and techniques: desktop research, interviewing, surveys, prototyping (UX skill), experimentation, customer immersion using anthropology/behavioural economics/ethnography, customer journey mapping, jobs to be done framework, customer persona development and mystery shopping

Preference will be given to candidates from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific Business Unit.