Product Owner

8 months ago

Bellville, South Africa Sanlam Full time

Who are we?- Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratise financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture is that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realise their dreams.- Position overview- This is an exciting opportunity for a passionate Product Owner to join a dynamic team within Sanlam Rewards & Loyalty's coalition program. You will be the architect of a compelling rewards and loyalty program for Short-Term Insurance (STI) and Investment products, leveraging behavioral science to drive positive customer behaviors and achieve strategic goals for Sanlam and the coalition.**What will you do?**

**Rewards & Loyalty Strategy & Design**:

- Develop a comprehensive rewards and loyalty program for STI and Investment products within the coalition program, aligned with Sanlam's business objectives and partner offerings.
- Utilize behavioral science principles to understand coalition customer motivations and design targeted reward structures that incentivize desired behaviors (e.g., policy renewals, increased investment contributions, bundling products).
- Analyse competitor rewards and loyalty programs to identify best practices and opportunities for differentiation within the coalition program.
- Design a tiered rewards program with engaging benefits that cater to different customer segments within the coalition customer base.

**Program Management & Optimization**:

- Own the entire lifecycle of the STI and Investment rewards & loyalty program, from ideation to launch, ongoing optimisation, and performance measurement.
- Manage the program backlog, prioritize features, and ensure alignment with overall program goals, customer needs, and Sanlam's strategic objectives.
- Collaborate with cross-functional teams (e.g., Marketing, IT, Risk) to develop, launch, and maintain the program infrastructure and user experience.
- Track key performance indicators (KPIs) such as program participation, redemption rates, customer satisfaction, and impact on key financial metrics (e.g., persistency, market share, risk outcomes).
- Analyse data to identify areas for improvement and iterate on the program to maximise its effectiveness in driving desired customer behaviors and achieving positive outcomes.

**Customer Journey & Loyalty Optimization**:

- Map the customer journey for STI and Investment products within the coalition program, focusing on identifying and addressing pain points related to earning rewards, redeeming benefits, and overall program engagement.
- Collaborate with cross-functional teams to streamline the customer experience and ensure a seamless rewards redemption process.
- Develop communication strategies to effectively explain program benefits, promote loyalty, and motivate customer engagement.

**Coalition Partner Collaboration**:

- Build strong relationships with coalition partners to understand their customer segments and explore potential synergies for integrated rewards and loyalty experiences.
- Identify co-branded rewards and loyalty opportunities with coalition partners to enhance the value proposition for both Sanlam and partner customers within the STI and Investment product categories.
- Collaborate with partners to ensure seamless integration of rewards programs and streamlined redemption processes for coalition customers seeking STI and Investment products.

**Business Enablement & Cross-Selling**:

- Work closely with Sanlam's Short-Term Insurance and Investment businesses to ensure the rewards and loyalty program aligns with their product offerings, customer needs, and overall business strategies.
- Develop strategies and initiatives to leverage the program to drive cross-selling of STI and Investment products within the coalition customer base, fostering deeper client relationships with Sanlam.

**Data-Driven Decision Making**:

- Utilise data analytics to identify customer segments with high potential value and tailor program benefits accordingly.
- Track the impact of the rewards and loyalty program on key business metrics and adjust strategies as needed to optimise program performance.
- Regularly present data insights and program recommendations to stakeholders to ensure data-driven decision making.

**What will make you successful in this role?**
- Experience working with coalition programs or loyalty initiatives.
- Knowledge of the South African insurance and investment regulatory landscape.
- Experience using data visualisation tools to communicate

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