Journey Design

3 weeks ago

Bellville, South Africa Sanlam Full time

Who are we?
The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle
- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life
- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms. What will you do?

**Outputs / Core Tasks**:
The Sanlam Group has embarked on a strategic journey to establish a new world “Client and Intermediary Experience” or “CX” function to deliver the client and intermediary facing solutions and tools in support of Sanlam’s digital transformation. In accordance, Sanlam’s CX vision is to create engagements and experiences which help our clients to live with confidence, be inspired and assist in guiding them towards their financial aspirations.

The Journey Design & Management Lead will play a supporting role within the insights-led client journey and experience design, delivery and management in support of Sanlam’s purpose and client value proposition.

**The key responsibilities of the role include the following**:
Actively manage and oversee client/intermediary journey design and mapping projects.
Work closely with internal and external client insights professionals to understand client insights, interpret client needs and identify actionable insights from a client experience point of view.
Translate client needs into client solutions using creative problem solving techniques.
Collaborate with business stakeholders to manage innovation projects through a design thinking approach across research, insight development, ideation, prototyping and user-testing.
Leading a junior team of CX specialists and managing various suppliers ensuring delivery is on time and within agreed budget.
Collaborate closely with stakeholders across all business functions to improve client experience across channels, products and touchpoints.
Provide journey design and management thought leadership within the broader Sanlam, build effective professional relationships across the business and establish credibility with all stakeholders.
Work closely with the business and create formal networks with key decision makers to ensure that the client experience remains a priority.
Present client/intermediary experience design to business stakeholders for review and feedback timeously.
Collect, maintain and present data on the ideal CX based on research, industry best practices and best-in-class benchmark standards.
Support the continuous measurement, tracking and improving of CX outcomes.
Identify opportunities to enhance cost effectiveness, and increase operational efficiency and contribute to the desired financial business outcomes. What will make you successful in this role?

**Role Requirements**:
**Qualifications**:
Bachelor degree in Business, Marketing or related discipline.
Honours degree will be an advantage.

**Experience**:
5 years’ experience in delivering innovative and client-centric client experience design, including customer journey design and mapping.
2 years’ experience in human-centred design methods e.g. design thinking.
2 years’ experience in experimenting to determine which solutions are most likely to satisfy customer needs.
Experience in agile work environment and design sprints towards problem definition and/or creative problem solving.
Experience in leading multi-disciplinary teams, projects or stakeholders.

**Knowledge**:
Strong understanding of customer experience concepts and practices.
Strong understanding of the use of technology to improve customer experience.
Knowledge of connecting seemingly unrelated dots to spot unmet market needs and translate these into new business opportunities.
Advanced MS Suite Skills.

**Competencies**:
Communicates effectively
Tech savvy
Entrepreneurial skills
Project management skills
Leadership, influence and persuasion
Complex problem solving
Analytical thinking and innovation
Creativity, originality and initiative
Plans and aligns
Concern for accuracy
Customer focus
Collaborates
Action oriented and drives results
Being resilient and flexible Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing

  • User Experience/journey Design and Management Lead

    7 days ago

    Bellville, South Africa Advanced Projects and People Full time

    The User Experience/ Journey Design and Management Lead will be responsible for managing a team of designers to maximise end-to-end customer journeys, identify opportunities for improvement, realise quick wins and deliver longer term value across key customer touch points. Duties & Responsibilities - Defining and documenting program scopes and objectives. -...

  • Digital Solutions Designer

    6 days ago

    Bellville, Western Cape, South Africa Sanlam Full time

    We are seeking a highly skilled Product Designer to join our team at Sanlam. As a Product Designer, you will be responsible for creating design experiences that enable and support Sanlam's customers, while collaborating with cross-functional product teams to ensure successful product delivery.This role requires a strong understanding of user-centered design...

  • Service Design Strategist

    3 weeks ago

    Bellville, South Africa Advanced Projects and People Full time

    At APP we provide managed services for end user computing, ICT resourcing, project management and consultation with some of the biggest companies in South Africa, across multiple industries and verticals. A reputable client within the financial industry is offering a position to a Service Design Strategist to join them on ground-breaking projects and driving...

  • Product Designer

    6 days ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Product DesignerDate: 4 Apr 2025Location: Bellville, Western Cape, ZACompany: Sanlam GroupWho are we?Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people...

  • Product Designer

    2 days ago

    Bellville, Western Cape, 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 democratize 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...

  • Junior Product Designer

    4 weeks ago

    Bellville, South Africa JOBJACK Full time

    Join JOBJACK as a Junior Product Designer! Take your first steps toward becoming a key player in the world of product design. As a Junior Product Designer, you will support the end-to-end design process, focusing on implementing research insights and visual design under the guidance of senior team members. This role allows you to contribute to enhancing the...

  • Junior Product Designer

    2 days ago

    Bellville, South Africa JOBJACK Full time

    Join JOBJACK as a Junior Product Designer! Take your first steps toward becoming a key player in the world of product design. As a Junior Product Designer, you will support the end-to-end design process, focusing on implementing research insights and visual design under the guidance of senior team members. This role allows you to contribute to enhancing the...

  • Junior Graphic Designer

    3 weeks ago

    Bellville, South Africa JOBJACK Full time

    JOBJACK is a dynamic and innovative company dedicated to helping Employ the World! We are committed to fostering a collaborative and creative work environment where individuals can thrive and contribute to the success of the team. As we continue to grow, we are seeking a talented Junior Graphic Designer with a keen and concise creative eye to join our...

  • UX Innovation Specialist

    6 days ago

    Bellville, Western Cape, South Africa Sanlam Full time

    Sanlam is committed to achieving transformation and embracing diversity. We believe that a diverse, inclusive, and equitable workplace is key to ensuring a thriving and sustainable business in South Africa.As a Product Designer at Sanlam, you will have the opportunity to work with a talented team to pioneer inclusive financial confidence across the African...

  • Product Experience Lead

    6 days ago

    Bellville, Western Cape, South Africa Sanlam Full time

    As a Product Designer at Sanlam, you will be part of a team that pioneers inclusive financial confidence across the African continent. Our mission is to democratize financial advice and solutions for everyone.We believe in agility and constant deployment, which means we learn fast, learn cheap, and learn forward. Our goal is to provide a work environment...

  • Client Experience Manager

    5 days ago

    Bellville, South Africa Metropolitan Retail Full time

    **Introduction** Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but...

  • Financial Services Sales Consultant

    7 days ago

    Bellville, South Africa Octogen Pty Ltd Full time

    **Become an Ambassador for Financial Freedom: Join Octogen's Team!** **Here's What You Will Be Doing**: - **Dynamic Connections with Clients**: Engage with clients through calls and face-to-face interactions, introducing a range of Octogen products and services designed for financial well-being and debt review. - **Proactive Lead Pursuit**: Reach out and...

  • Fpm Consultant

    3 weeks ago

    Bellville, South Africa Venncubed Full time

    It is an extraordinary time to be in business. As digital transformation continues to accelerate, Venn Cubed is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities. Venn Cubed is seeking to appoint a mid-level FPM Consultant with 2+ years’ experience to join our dynamic...

  • Product Owner

    6 days 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...

  • Solutions Architect

    3 weeks ago

    Bellville, South Africa Progressive IT Resourcing Full time

    **Our Client?** This department is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance...

  • Product Owner

    5 days 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...

  • Product Owner

    6 days 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...

  • Technical Marketing Specialist

    4 weeks ago

    Bellville, South Africa Momentum Metropolitan Holdings Full time

    -Introduction Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.-Role Purpose Develop tools, modules and...

  • Technical Marketing Specialist

    4 weeks ago

    Bellville, South Africa Momentum Metropolitan Holdings Full time

    Introduction Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Role Purpose Develop tools, modules and...

  • Technical Marketing Specialist

    18 hours ago

    Bellville, South Africa Momentum Metropolitan Holdings Full time

    -Introduction Metropolitan is one of the oldest financial services brands in South Africa. With a 116 year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.-Role Purpose Develop tools, modules and...