Head: Customer Propositions

Who we are
- 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 knowledgeable 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.

**1. Strategic Context**

**The Head: Customer Propositions & Decision Intelligence (CP&DI) role** is pivotal in translating the Board-approved strategy narrative, business plan, and budgets into tangible delivery. This is especially important as NMSIS evolves into a platform orchestrator within the MultiChoice ecosystem, in addition to its current and continuing role as risk-bearing steward.
This position brings together product development, proposition design, pricing, customer insight, loyalty mechanics, behavioural economics, commercial risk ownership, and data-driven decision-making to deliver offerings that drive engagement, retention, cross-sell, and profitability across multiple licences (as the case maybe).
In the TOM, the Head: CP&DI acts as the critical link between prudential soundness, commercial viability, and customer value. The role includes designing and managing the full product lifecycle—from development and placement through to performance management and decommissioning.
This requires leveraging NMSIS’ composite licence for microinsurance solutions, while also orchestrating bundled or standalone offerings from Sanlam, Santam groups, and other partners. Each solution must align to risk appetite and economic expectations
The role ensures propositions are embedded seamlessly into customer journeys via the MultiChoice distribution network, supported by Sanlam Fintech’s Digital Financial Services Platform (BlueApp, Glue Integration Platform, Digisure PAS).
A key expectation is that the Head: CP&DI will translate NMSIS’ competitive advantages (its “silver bullets”) into scalable, risk-sound products and propositions that deliver clear, tangible benefits to customers while adhering to prudential, commercial, and regulatory requirements..
The Head: CP&DI will also steward NMSIS’ decision intelligence efforts, leveraging both internal and partner analytics resources (e.g., MultiChoice CII, TrueSouth) to support data-led decision-making across growth and operational priorities in NMSIS and the broader JV. This includes influencing decisions related to product prioritisation, pricing strategy, customer segmentation, and distribution channel optimisation.

**2. Role Profile**

**Role Profile**: Head - Customer Proposition & Decision Intelligence (CP&DI)
**Reports to**: CEO
**Location**: Cape Town / Johannesburg
**Dotted-Line Reports**: Proposition Managers, Product Development Managers, Pricing Specialists, Actuarial & Analytics Partners, Loyalty/Rewards Design Leads
Key Interfaces: CEO, CGO, COO, CFO; Product, Actuarial & Analytics teams (Sanlam/Santam); Sanlam Loyalty & Rewards; MultiChoice Marketing/Product/Rewards/CII teams; TrueSouth (NMSIS HAF); Marsh; and other strategic partners.

**Mandate**
Lead the product and propositions portfolio for NMSIS and the broader Sanlam | Santam | MultiChoice JV. The role carries a dual mandate:

- Proposition Orchestration: Coordinate the design and delivery of customer-centric, commercially viable, and risk-sound propositions across multiple licences and partners (e.g., Sanlam Life, SDM, Santam, MiWay, Satrix), integrated seamlessly into the Sanlam Fintech Digital Platform, white-labelled for MultiChoice customers.
- The role also** leads Decision Intelligence**, leveraging internal and partner analytics (e.g., MultiChoice CII, TrueSouth) to drive insight-led decisions across customer acquisition, retention, pricing, and performance management—aligned with key business metrics:

- Customer: Persistency, lapse rates, CLV, cross/upsell
- Profitability: CAC payback, margins, loss ratios
- Technology: Claims automation, premium reliability
- Talent: Productivity metrics tied to sales economics

Additional responsibilities include strategic support to the CEO (e.g., business case evaluations, cross-licence placement frameworks).
- Key Responsibilities (Summary)
- 1. **Product Stewardship & Risk Ownership**
- Serve as the first-line product risk owner under the microinsurance licence.
- Oversee bundled and standalone products from Sanlam, Santam, and other partners.
- Ensure compliance with prudential guardrails and customer value standards.

2. **Proposition Development & Ecosystem Integration**
- Define and drive proposition strategy in line with NMSIS’