Customer Experience Manager at Old Mutual Limited

Blantyre, Blantyre, Malawi -

Full Time

Start Date

Immediate

Expiry Date

13 Jul, 26

Salary

0.0

Posted On

14 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Strategy, Customer Engagement, Customer Inquiries, Regulatory Compliance, Service Levels, Stakeholder Management, Data Analysis, Problem-solving, Change Management, Coaching, Leadership, Conduct Risk, Complaint Resolution, Customer Journey Mapping, Financial Regulations

Industry

Financial Services

Description

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description This role is accountable for leading and enhancing customer experience across all lines of business by ensuring service excellence, regulatory compliance, and customer trust. The role focuses on improving customer satisfaction, loyalty, and retention while aligning service delivery with financial regulations, internal controls, and risk management requirements. The successful candidate will be responsible for: Customer Experience Strategy Designing and implementing a customer experience (CX) strategy aligned with Old Mutual’s business objectives and regulatory requirements. Mapping, analysing, and continuously improving customer journeys across branch, digital, contact centre, and agent channels. Championing a customer‑centric culture across all business units. Service Excellence & Operations Establishing and monitoring service standards, turnaround times, and service-level agreements (SLAs) Overseeing the handling of customer inquiries, complaints, and escalations in line with regulatory complaint‑handling guidelines. Ensuring consistent service delivery across all branches and service channels. Compliance, Risk & Governance Ensuring customer experience initiatives comply with financial regulations, consumer protection laws, AML/KYC requirements, and data protection standards. Working closely with Compliance, Risk, and Legal teams to manage customer‑related risks. Supporting regulatory reporting related to customer complaints, conduct risk, and service quality. Insights, Analytics & Reporting Analysing customer feedback, complaints data, surveys, and transactional insights to identify improvement opportunities. Tracking and reporting on key CX metrics such as CSAT, NPS, NES, first-contact resolution, and complaint turnaround time. Providing management with actionable CX insights and recommendations. Stakeholder Collaboration & Training Partnering with Digital, Operations, IT, and Marketing teams to improve the end‑to‑end customer experience. Designing and delivering customer service and experience training for frontline and support staff. Coaching teams on complaint resolution, empathy, and regulatory‑compliant customer engagement. Qualifications and Experience A minimum of a bachelor’s degree in business administration, IT, Finance, Marketing, Actuarial Sciences or a related field A minimum of 3 years of experience in customer experience within a financial institution Strong understanding of insurance, pension, banking and investment products, customer journeys, and regulatory frameworks Experience working with CRM systems and customer feedback tools. Key Skills and Competencies Strong customer advocacy and problem‑solving skills. Excellent stakeholder management and communication abilities Analytical mindset with experience using customer data to drive improvements. Strong understanding of conduct risk and fair customer treatment Leadership, coaching, and change‑management skills Skills Customer Engagement, Customer Experience Strategy, Customer Inquiries, Regulatory Compliance, Service Levels Competencies Action Oriented Collaborates Communicates Effectively Customer Focus Decision Quality Directs Work Interpersonal Savvy Manages Complexity Education Bachelor of Business Administration (BBA): Information Technology (Required) Closing Date 23 April 2026 , 23:59 The Old Mutual Story! Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 14 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending. We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.

Responsibilities

The role involves designing and implementing a customer experience strategy to enhance service excellence and regulatory compliance across all business lines. It also requires analyzing customer feedback and data to drive improvements while collaborating with various departments to ensure consistent service delivery.