Old Mutual is seeking a dedicated Customer Experience (CX) Analyst to join their Johannesburg-based team. This role is pivotal in refining and optimising the customer application journey, particularly within the Old Mutual Corporate division. The successful candidate will be instrumental in championing the "voice of the customer," ensuring their needs and feedback are central to business improvements.

This position demands a proactive approach to understanding customer behaviour, pinpointing areas of friction in their application process, and driving initiatives that enhance overall satisfaction and business outcomes. It involves a deep dive into customer data, journey mapping, and close collaboration with various internal departments to embed customer-centricity throughout the entire customer lifecycle.

Understanding and Enhancing the Customer Journey

A core responsibility of the CX Analyst is to meticulously analyse the end-to-end customer application journey. This involves identifying pain points, service gaps, and inefficiencies that may hinder a smooth customer experience. By mapping and evaluating customer interactions across all key touchpoints, the analyst will recommend and support initiatives designed to simplify and improve these experiences. Continuous monitoring of journey performance will be crucial, allowing for the identification of evolving customer needs and expectations. The ultimate goal is to contribute to the development of customer-centric solutions that make doing business with Old Mutual easier, leading to increased conversion rates and greater customer satisfaction.

Leveraging Customer Insights and Feedback

The CX Analyst will be the custodian of customer feedback, gathering, analysing, and interpreting insights from various "Voice of Customer" channels. This involves identifying trends, recurring issues, and their root causes that negatively impact the customer experience. The ability to translate this qualitative and quantitative feedback into actionable recommendations for improvement is paramount. Developing meaningful customer insights will be essential for supporting effective business decision-making and prioritisation. Regular reporting on customer sentiment and the overall customer experience will also form a key part of this role, providing valuable intelligence to stakeholders.

Driving Improvements Through Data and Collaboration

This role necessitates a strong focus on measurement and analysis. The CX Analyst will support the implementation and tracking of key customer experience metrics and performance indicators. By analysing both customer and operational data, they will identify trends, potential risks, and opportunities for enhancement. Monitoring the effectiveness of implemented customer experience initiatives and recommending corrective actions will be an ongoing task. Data-driven insights will be the foundation for driving continuous improvement and operational excellence.

Collaboration is at the heart of this position. The CX Analyst will partner closely with operational, digital, technology, product, and customer-facing teams to champion customer experience improvements. This involves working with UX, service design, and development teams to ensure that customer insights directly inform the design and delivery of solutions. Facilitating workshops and discussions will help to bridge understanding between customer challenges and operational realities, fostering a shared commitment to positive customer outcomes across the organisation. Building strong stakeholder relationships is key to successfully advocating for and implementing customer-centric practices.

The ideal candidate will possess a minimum of a Bachelor's degree in a relevant field such as Customer Experience, Business, Marketing, or Commerce. They should have between three to five years of experience in customer experience, customer service, customer insights, service improvement, operational excellence, or process optimisation. Experience in identifying and resolving customer pain points, analysing customer feedback and behavioural data, and working within customer-facing operations is essential. Furthermore, proven experience in engaging cross-functional stakeholders to implement improvements is required. Experience within financial services, banking, insurance, retail, or telecommunications, particularly supporting customer onboarding or digital journeys, would be advantageous. Technical skills in customer journey mapping, Voice of Customer analysis, CX measurement, and process optimisation are highly desirable.

In South Africa, roles like Customer Experience Analyst are becoming increasingly vital across various sectors, especially in finance, telecommunications, and retail, where customer retention and satisfaction are key differentiators. While exact remuneration varies significantly with experience and the specific company, a CX Analyst with 3-5 years of experience could typically expect a salary ranging from R350,000 to R600,000 per annum. Career progression often leads to more senior CX strategist roles, management positions within customer operations, or specialisation in areas like service design or customer analytics.

Qualifications:

Minimum:

• Bachelor's degree or relevant qualification in Customer Experience, Business, Marketing, Commerce

Experience

Minimum:

• 3 to 5 years' experience in Customer Experience, Customer Service, Customer Insights, Service Improvement, Operational Excellence, Process Optimisation or a related customer-focused environment.
• Experience identifying and resolving customer pain points and service challenges.
• Experience analysing customer feedback, customer behaviour and operational performance data to support experience improvements.
• Experience working within customer-facing operations and understanding end-to-end customer journeys.
• Experience engaging with cross-functional stakeholders to implement customer or process improvement initiatives.
• Experience contributing to continuous improvement, customer-centricity and operational efficiency programmes.

Preferred

• Experience within financial services, banking, insurance, retail, telecommunications or another customer-centric industry.
• Experience supporting customer onboarding, application, servicing or digital customer journeys.
• Experience with Voice of Customer programmes, customer satisfaction measurement or customer research activities.
• Experience in customer journey mapping, service design or process improvement initiatives.
• Experience working within Operational Excellence, Lean, Continuous Improvement or Quality Management environments.
• Experience using customer experience measures and operational performance indicators to identify and drive improvement opportunities.

Technical Skills

• Customer Journey Mapping
• Voice of Customer Analysis
• Customer Experience Measurement
• Customer Research and Insight Generation
• Customer Service Excellence
• Process Optimisation
• Operational Excellence
• Root Cause Analysis
• Continuous Improvement
• Customer Experience Reporting and Dashboarding

Behavioural Competencies

• Customer focus
• Analytical thinking
• Problem solving
• Curiosity and insight generation
• Collaboration and influence
• Clear communication
• Continuous improvement mindset
• Attention to detail
• Adaptability
• Results orientation

 

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Skills

Action Planning, Agile Project Management, Computer Literacy, Customer Value Proposition Development, Data Compilation, Evaluating Information, Executing Plans, IT Implementation, Market Analysis, Market Research Analysis, Product Development

Competencies

Business Insight

Collaborates

Cultivates Innovation

Customer Focus

Decision Quality

Drives Results

Ensures Accountability

Interpersonal Savvy

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

24 August 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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