Customer Insights and Reporting

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

The Customer Reporting Specialist is responsible for portfolio collation and reporting of customer metrics across OMAR markets, with a specific focus on creating clear, decision-useful customer insights for OMAH Board, the RBMC Committee and other related governance forums. The role identifies cross-market themes, escalates key issues, and ensures reporting is consistently compiled and tracked, while senior product and customer leadership steer the information-gathering agenda. The role must drive a clear understanding of the key customer issues in the countries and ensure that actions to address issues make sense.

Responsibilities

Portfolio reporting and insight collation

• Establish an approach to monitor CX/CVP adherence and effectiveness across markets using agreed evidence and measures (qualitative and quantitative).
• Define required templates for reporting.
• Collate customer market inputs (including performance themes, risks and improvement opportunities) into a consistent portfolio view for OMAR Committees
• Escalate key issues and draw attention to matters that require leadership visibility or decisions.
• Ensures customer issues are identified and reported by the countries and that countries track the relevant actions to address customer issues.

Customer Experience Metrics Standards And Good Practice

• Stay current on industry practices, emerging standards, and regulatory expectations relating to customer experience and customer outcomes measurement.
• Translate external standards into practical guidance for OMAR reporting (for example, definitions, calculation approaches, and minimum data quality expectations) to improve consistency and comparability.
• Identify gaps or opportunities in OMAR customer experience metrics and propose enhancements to reporting lenses, dashboards, and committee insights.

RBMC Committee Support and Administration

• Manage RBMC committee meeting logistics, including agenda coordination, pack compilation, and action tracking.
• Maintain an action log and follow up with contributors to ensure decisions and actions are recorded and progressed.
• Ensure that countries do root cause analysis to clearly understand the issue and that identified actions would resolve the root cause identified.

Board Reporting Support

• Compile inputs for OMAH and OML Board reporting based on customer insights collated and relevant committee outputs.
• Reports must be themed into key issues at an OMAR portfolio level.

Minimum Qualifications (required For The Job)

• Bachelor’s degree in a relevant field such as Business, Finance, Statistics or Economics

Additional Qualifications/Experience (preferred, Not a Requirement)

• Customer Experience related qualification.

Experience (required For The Job)

• Experience in portfolio reporting, management reporting, business performance reporting or governance secretariat support in a financial services environment.
• Experience coordinating inputs across multiple stakeholders and working according to committee cadences and deadlines.
• Experience synthesizing diverse inputs into clear themes, insights and implications for decision-making.

Skills Andknowledge Required

Governance and standard-setting

Strong documentation discipline, including the ability to create clear templates that scale across markets.

Analytical And Insight Skills

Ability to synthesise cross-market themes and recommend pragmatic actions.

Stakeholder, facilitation, and coaching

Ability to influence without direct authority and to align stakeholders across functions and markets.

Relationship management

Able to build strong relationships with relevant in-country and OML Group leaders and specialists

Skills

Action Planning, Computer Literacy, Digital Literacy, Executing Plans, Interaction Design, Market Analysis, Marketing Systems, Market Research Analysis, Media Management, Occupational Safety and Health, Social Media Management, User Experience (UX) Design, Web Development, Web Page Creation

Competencies

Action Oriented

Business Insight

Communicates Effectively

Cultivates Innovation

Customer Focus

Ensures Accountability

Interpersonal Savvy

Manages Ambiguity

Education

Closing Date

16 June 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!