Voice of Customer Specialist

<p style="text-align:left"><span class="emphasis-2"><b>Let&#39;s Write Africa&#39;s Story Together!</b></span></p><p style="text-align:left"><span class="emphasis-2">Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. </span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Job Description</b></p>na<p style="text-align:inherit"></p><p style="text-align:inherit"></p>The Customer Experience (CX) Consultant plays a vital role in shaping and delivering outstanding customer experiences within the employee benefits and corporate portfolio. Serving as the steward of customer knowledge, the Consultant integrates Customer Experience (CX) and Voice of Customer (VoC) insights to design and implement customer-focused strategies that enhance satisfaction, loyalty, customer sentiment, and long-term value. <br><br> This role is accountable for delivering results through their own expertise while collaborating closely with cross-functional teams across segments and propositions under the direction of the Customer Experience Manager. By leveraging data analytics, customer feedback, and innovative CX methodologies, the Consultant identifies opportunities to optimise the customer journey, align with CX standards, and embed a customer-first culture across the organisation.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><div><p><b><span><span>CX Design, Mapping and Conceptualisation</span></span><span> </span></b></p></div><div><ul><li><p><span><span>Lead the design, analysis, and implementation of customer experience blueprints.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Map, evaluate, and optimise end-to-end customer journeys using<span> </span></span><span>VoC</span><span><span> </span>data, UX research, and design thinking.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Facilitate design thinking workshops and prototype solutions using service design methodologies.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Design digital product/service concepts that enhance interaction at key customer touchpoints.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span><span>Voice of Customer (</span><span>VoC</span><span>) Programme Management  </span></span><span> </span></b></p></div><div><ul><li><p><span><span>Manage<span> </span></span><span>VoC</span><span><span> </span>programmes (surveys, interviews, testing,<span> </span></span><span>social</span><span><span> </span>listening) to surface insights on customer needs, expectations, and fears.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Translate feedback into actionable strategies that improve satisfaction and loyalty.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Monitor and report on CX metrics (e.g., NPS, CSAT, NES,<span> </span></span><span>CLF</span><span>) and close the feedback loop to drive continuous improvement.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Analyse and synthesise customer sentiments to identify systemic issues and opportunities.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Project management principles including project guidelines, timeline management and compiling user experience testing databases.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span><span>CX Strategy Development and Management  </span></span><span> </span></b></p></div><div><ul><li><p><span><span>Develop and execute customer-centric strategies that align with business objectives and customer expectations.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Drive adoption of CX vision, standards, and behaviours across teams and functions.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Champion ease, digitisation, and personalisation of experiences to deliver value and build trust.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Align strategies with external CX best practices and evolving customer trends.</span></span><span> </span></p></li></ul></div><div><p><b><span> </span></b></p></div><div><p><b><span><span>Customer Engagement and Experience Innovation  </span></span><span> </span></b></p></div><div><ul><li><p><span><span>Implement communication and engagement channels to streamline interactions.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Co-create experiences that deepen emotional connection and enhance customer satisfaction.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Identify pain points and intervene proactively with agile improvements.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span><span>Data, Technology and CX Metrics</span></span><span> </span></b></p></div><div><ul><li><p><span><span>Leverage AI, analytics, and automation to deliver scalable, personalised customer experiences.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Integrate real-time technologies and self-service platforms to enhance operational efficiency.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Lead customer experience metrics management, including implementation and analysis of NPS, CLF, churn, and micro-segmentation models.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Work with cross-functional teams to track customer economics and ROI of CX initiatives.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span><span>Change Management and Enablement</span></span></b><span> </span></p></div><div><ul><li><p><span><span>Identify areas for process and experience improvement; deliver small to medium change projects in collaboration with PMO or project managers.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Ensure CX playbooks are current and integrated into operational and budgeting processes.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Key Performance Areas (KPAs)  </span></b><span> </span></p></div><div><ul><li><p><span><span>Deliver high-impact<span> </span></span><span>VoC</span><span><span> </span>insights and ensure responsive, agile actioning.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Design and embed unified CX strategies that drive trust, loyalty, and business performance.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Improve customer ease and personalisation via journey digitisation and technological innovation.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Foster a customer-first mindset and behaviours throughout the organisation.</span></span><span> </span></p></li></ul></div><p></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Skills</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>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<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Competencies</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>Business Insight<h3></h3><h3></h3>Collaborates<h3></h3><h3></h3>Cultivates Innovation<h3></h3><h3></h3>Customer Focus<h3></h3><h3></h3>Decision Quality<h3></h3><h3></h3>Drives Results<h3></h3><h3></h3>Ensures Accountability<h3></h3><h3></h3>Interpersonal Savvy<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Education</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>NQF Level 8 - Honours or Postgraduate Diploma or equivalent<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Closing Date</b></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>28 May 2026 , 23:59<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><i><b>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.</b></i></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><i><span class="emphasis-2"><b>The Old Mutual Story!</b></span></i></p>