Journey Lead (Retail Salesforce Program) at Absa

The purpose of the role is to be the business owner and orchestrator of the design and delivery of MVP’s associated with specific end to end customer and colleague journeys, for the appropriate organizational and technology related outcomes associated with Salesforce. Accountable for execution of Salesforce Journeys through accelerated change and strong collaboration across all RBB Business Units,

Key Accountabilities:
Business Leadership

• As business owner for customer and colleague journeys, provide business leadership and decision making in the design, implementation and continuous improvement, of memorable experiences for our customer and a key differentiator in the marketplace
• Leads the Salesforce Journey Implementation end to end through the enterprise change and execution lifecycle/framework.
• Lead multiple sprints in the design, Development and change activities in Salesforce
• Find innovative ways to solve problems
• Ensure all timelines are met and within budget
• Fostering a high performance culture with optimal management of business resources
• Tracking and communicating team progress and communicating effectively to relevant stakeholders.
• Lead teams of seasoned specialists and subject matter experts
• Ensure all change governance and standards are adhered to
• Ensure relevant business input and buy-in is inherent in every design and execution decision

Customer and Colleague Journey Development

• Lead cross product, function, channel & segment work cells which design and shape customer and colleague journeys based on Data-led, Design thinking, Lean & Agile principles.
• Liaise with Physical Channels, Voice/Contact Centers, Customer Value Management, product houses and other departments to ensure our internal processes support great customer experiences interests across multiple touch points, products, services & channels.
• Analyse the relevant customer data sources such as complaints, market research, CSAT etc. to provide a holistic view of our existing customer journeys & experience. Provide recommendations based on qualitative and quantitative analysis, to advise business & technology stakeholders across the bank on potential improvements on existing or new customer journeys.
• Identify common capabilities that can be built and used across multiple customer journeys or leverage of existing capabilities within the bank to integrate into customer journeys.
• Collaborate with the team to establish the correlation strength between CSAT drivers and customer decisions by partnering with multiple product, segment, channel & functions to understand customer journey opportunities & drive to execution.
• Provide analysis and highlight growth opportunities to the segment product & channel houses, to assist in achieving revenue targets by linking customer journeys principles to strategic intent & targeted segments.
• Work with business owners to generate practical solutions to increase customer experience across multiple touch points and be responsible in driving forward customer journey action plans.
• Support the Segment, Proposition, Product & Channel teams to address gaps in individual client’s customer journeys by guiding and coordinating efforts across the bank.
• Monitor and update customer journeys to track the impact of business activity on the customer and financial impact of customer journey improvements.
• Define & develop measurement framework to be used as success factors for improving journeys in core capabilities and propositional elements.
• Ensure data led decision making and storytelling
• Represent the voice of the customer via insights and customer understanding

Customer and Colleague Journey Deployment

• Ensure Development timelines and quality are in line with Salesforce Roadmap and are met.
• Work directly with technology & business counterparts to deliver multiple customer journeys which are transformational and/or address pain points identified during journey development.
• Manage key stakeholders during journey deployment & constantly reiterate the process where necessary, to facilitate continuous improvement.
• Act as leader and facilitator of cross cluster organisational journey programmes, to ensure the best end-to-end journeys are landed
• Identify cross continent opportunities to leverage of core capabilities built from existing customer journeys by initiating discussions with key stakeholders and driving integration with existing work cells.
• Introduce a journey mind set to ensure we define genuine moments of truth and key pain points for our customers and colleagues.
• Lead the sharing and presentation of journey maps across the business with key stakeholders in an engaging and inspiring way.

Competencies

• Business Acumen
• Inspirational People Leadership
• Customer Orientation
• Results Orientation
• Collaboration and Influencing
• Innovation Leadership
• Change Leadership
• Pan African Citizen

Minimum requirements:

• Bachelor’s Degrees and Advanced Diplomas in Business, Commerce and Management Studies, Finance Economics, Accounting, Engineering or related (NQF level 7)
• A post-graduate degree such as an MBA would be advantageous
• +3 years’ Experience in enterprise wide business transformation that solves complex problems
• Banking experience and knowledge is essential
• Exposure to Scrum, Kanban and Agile methodologies
• Preference will be given to South African Citizens and Permanent residents of South Africa in possession of proof of permanent resident status

General

• Must be able to work under severe pressure and strict timelines
• The appointment will be made in line with the Divisional Employment Equity strategy

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)