Cx & Digital Transformation Manager

3 weeks ago

Pretoria, South Africa Sanlam Full time

Who are we?
Sanlam is a leading financial services group, originally established as a life insurance company in 1918. The Sanlam Group conducts its business through Sanlam Limited, the corporate head office and four business clusters. The corporate head office is responsible for the Groups’ centralised functions such as strategic direction, financial and risk management, marketing and communications, Group human resources and corporate social investment (CSI). The five business cluster include; Sanlam Corporate, Sanlam Personal Finance, Sanlam Investments, Sanlam Emerging Markets and Santam.
One of the largest businesses within the Sanlam Group, Sanlam Employee Benefits (SEB) specialises in the provision of risk, investment and administration services to institutions and retirement funds. Focused on meeting the unique needs of its diverse clients, SEB assists companies in creating and delivering customised employee benefits solutions, including the collection of premiums and communication to fund members. What will you do?
Senior leader in Sanlam Corporate’s client experience and CVP unit, reporting to the Chief Client Officer and responsible for enabling the CX digital strategic objectives by Administrative Duties: Working as part of a joint leadership team, drive the delivery of a new integrated Digital CX function, role modelling leadership and collaboration across the wider function Leading the digital customer experience design and product ownership function: Deliver and drive a CX and digital road map Deliver a step change in the digital experience for customer (member, pensioner, employer, intermediary, board of trustees) journey Support the design and delivery of the full end to end customer lifecycle working as part of the wider team of CX leaders across the group to ensure that the CX digital experience joins up with the group experience Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys, driving a step change What will you do? (continues) Deliver a digital governance framework with policies and standards and culminating in a ‘design playbook’ Drive a step change in digital analytics, measuring and monitoring the effectiveness of our websites and promoting data driven enhancements Digital Services: In partnership with site owners across the group, agree and implement a strategy that creates and sustains a coherent externally facing digital presence Create and sustain a highly effective digital governance framework for the business unit Business Change: Unify product houses with a consistent member and client experience Reporting: Ensure that the required reporting is delivered Qualification & Experience Highly experienced, commercially focused digital professional Proven record of developing digital capability across large scale consumer facing websites you will have delivered significant commercial growth and brand engagement across multiple audiences. Experience and expertise should include: Significant customer experience strategy development and design Demonstrable senior management experience of planning and delivering large scale digital change initiatives with a leading consumer facing brand/or organisation with similar values to Sanlam corporate Demonstrable senior management experience of running complex website(s) and providing digital channel management Qualification & Experience (continues) Digital product design and development leadership to integrate digital first and user centred design into team behaviour and build agile digital product management and development methodologies Customer-centric approach to digital optimisation - demonstrable experience in using consumer and data insights Demonstrable value creation through web management techniques such and highly adept with using web analytics to drive change A deep understanding of the role content plays in creating experiences and is expert in identifying, developing/sourcing and curating content of all types Excellent understanding of digital technologies and experience of identifying, sourcing and delivering new technologies to improve customer experience and drive growth Extensive industry knowledge and contacts
- stays abreast of industry and market trends Knowledge and Skills Investment Industry Knowledge Risk and Employee Benefits knowledge Business knowledge and analysis Client Communication Core Competencies Cultivates Innovation by creating new and better ways for the organisation to be successful. Client Focus - Building strong customer relationships and delivering customer-centric solutions. Drives Results - Consistently achieving results, even under tough circumstances. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives. Resilience - Rebounding from setbacks and adversity when facing difficult situations Personal Qualities Flexible and Adaptable - Rebounding from setbacks and adve

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