Head: Solutions Enablement and Customer

About Sanlam Corporate

Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees.

We believe in creating and cultivating a positive, diverse, energised working environment that gives every individual the opportunity to achieve success and deliver meaningful value.

The overall purpose of the role

The Head: Solutions Enablement and Customer Insights is responsible for leading the customer strategy, insights, proposition and experience agenda within Solutions Enablement. The role provides strategic direction and thought leadership to ensure that customer, client and member needs are translated into integrated value propositions, differentiated experiences and actionable business opportunities that support Sanlam Corporate’s contribution to the broader SA Ecosystem ambition.

Working across business units and in partnership with Member Services, Product, Digital, Distribution and other ecosystem stakeholders, the role drives customer-led decision-making, proposition development, customer journey optimisation and insight-driven transformation. The incumbent is accountable for establishing a robust customer insights capability, shaping integrated solutions, enabling alignment across Corporate and Retail value chains, and ensuring that customer outcomes remain at the centre of strategic and operational decision-making.

The role also represents Sanlam Corporate in relevant customer, proposition, ecosystem and integration forums, providing strategic oversight and governance over customer experience, proposition effectiveness, customer outcomes and performance measurement. As a key member of the Solutions Enablement leadership team, the role contributes to building a customer-centric, insight-led and integrated operating model that strengthens client engagement, supports ecosystem delivery and drives sustainable business growth

Key Responsibilities

1. Customer Strategy and Insight Leadership 
• Lead customer experience strategy and insights 
• Translate market trends into business opportunities 
• Drive customer-led decision making and segmentation

2. Integrated Proposition Development 
• Develop and enhance client and member value propositions 
• Align products, services and engagement solutions 
• Drive innovation, integration and proposition excellence

3. Customer Journey and Experience Design 
• Lead customer journey mapping across key segments 
• Identify experience improvements and simplification opportunities 
• Ensure consistent customer experiences across touchpoints

4. Solutions Enablement and Cross-Business Integration 
• Partner across business units to deliver integrated solutions 
• Support member engagement and enablement initiatives 
• Align customer, product and service delivery activities

5. Customer Analytics and Performance Management 
• Monitor customer, engagement and experience metrics 
• Oversee analytics and insight generation 
• Report on customer outcomes and proposition performance

6. Leadership and Capability Building 
• Lead and develop a high-performing team 
• Build customer, proposition and analytics capability 
• Foster a customer-centric and collaborative culture

7. Ecosystem and Group Integration Leadership 
• Represent Sanlam Corporate in Group forums 
• Support customer and ecosystem integration strategies 
• Drive collaboration across Group businesses and partners

8. Governance, Measurement and Customer Outcomes 
• Establish governance and performance frameworks 
• Monitor customer, proposition and integration outcomes 
• Ensure regulatory compliance and continuous improvement

9. South African Ecosystem Enablement 
• Support Sanlam Corporate's contribution to the SA Ecosystem 
• Connect experiences across Corporate, Retail and Group businesses 
• Enhance value through ecosystem partnerships and integration

Key Requirements

Education & Professional Experience 
• Postgraduate qualification in Business, Strategy, Marketing or related field 
• 12-15 years' experience in financial services and client-focused environments 
• Experience in customer strategy, proposition development and business transformation 
• Proven success leading cross-functional initiatives in complex organisations 
• Strong ability to translate customer insights into business outcomes 
• Experience engaging executive stakeholders and governance forums

Functional Expertise 
• Expertise in customer strategy, insights, experience and journey design 
• Strong understanding of financial services, employee benefits and client needs 
• Experience developing and managing integrated value propositions 
• Skilled in customer analytics, segmentation and insight-driven decision making 
• Knowledge of ecosystem business models and integrated customer solutions 
• Ability to drive collaboration across business units and stakeholders 
• Experience using data and insights to improve customer and business outcomes 
• Knowledge of governance, performance measurement and reporting

Leadership & Behavioural Competencies 
• Strategic thinker with strong execution capability 
• Influential stakeholder and relationship manager 
• Experience leading transformation and continuous improvement 
• Strong customer-centric mindset 
• Excellent analytical and problem-solving skills 
• Ability to build alignment and collaboration across teams 
• Strong communication, facilitation and presentation skills 
• High levels of integrity, credibility and trust 
• Innovative thinker who challenges traditional approaches

Key Success Factors 
• Translate customer and market insights into business value 
• Lead the Customer pillar within Solutions Enablement 
• Drive alignment across customer, product and ecosystem stakeholders 
• Establish a strong customer insight and proposition capability 
• Improve customer engagement, satisfaction and business performance 
• Strengthen Corporate and Retail ecosystem integration 
• Build effective partnerships across the Group and ecosystem 
• Balance strategic leadership with delivery excellence 
• Establish effective governance, measurement and reporting 
• Foster a customer-centric and insight-led culture

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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Closing date 14 August 2026

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.