Senior Manager: Customer Insights at Absa Group Limited (Absa)

Key Responsibilities

Customer & Colleague Insights Leadership

• Proactively research, design, and deliver impactful insights using market trends, competitor analysis, and global best practices across customers, products, and channels.
• Integrate primary and secondary data sources to produce actionable insight reports that inform business strategy and operational improvements.
• Lead the development and continuous enhancement of measurement frameworks (e.g., CSAT, active and passive tracking, user experience) for both client and colleague journeys.
• Champion the use of real-time feedback and dynamic data visualization to accelerate agile, client-led decision-making.

Advanced Analytics & Innovation

• Drive the adoption of advanced analytics, dashboarding, and generative AI to enhance the quality, speed, and relevance of insights.
• Pioneer innovative solutions, leveraging both structured and unstructured data to provide a comprehensive view of client experience.
• Promote automation and scalable solutions for data collection, reporting, and visualization, reducing manual intervention and turnaround times.

Stakeholder Engagement & Influence

• Build strong relationships with internal and external stakeholders, providing expert advice to senior management on key insights and analytics.
• Translate insights into clear recommendations and action plans, influencing product development, service delivery, and strategic priorities.
• Collaborate across technology, product, and business teams to ensure effective implementation and adoption of insight capabilities.

Operational Excellence & Governance

• Ensure robust governance, risk management, and compliance across all insight and analytics activities.
• Document and embed processes, controls, and business rules, driving continuous improvement and adherence to best practices.

Performance Measurement & Value Demonstration

• Assist with the development and delivery of of portfolio performance analysis, including operating margins, profitability, market share, and growth opportunities.
• Demonstrate the value of insights through measurable improvements in client and colleague satisfaction, business outcomes, and operational efficiency.

Key Requirements

• Proven experience in customer and colleague insights, analytics, or related fields within financial services or a similar complex environment.
• Strong track record of delivering actionable insights, driving automation, and influencing senior stakeholders.
• Expertise in advanced analytics, dashboarding (e.g., Power BI), and data visualization.
• Demonstrated ability to lead cross-functional projects, manage multiple priorities, and deliver results in a fast-paced, dynamic setting.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience with real-time feedback platforms, agile methodologies, and generative AI will be advantageous.

Education

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

End Date: January 18, 2026