Journey Design & Management Lead: Retail Affluent: CX: Bellville

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Date: 10-Jun-2021

Location: Bellville, Western Cape, South Africa

Company: Sanlam Group

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.

What will make you successful in this role?



Role Requirements:






  • Bachelor degree in Business, Marketing or related discipline.
  • Honours degree will be an advantage.





  • 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.






  • Strong understanding of customer experience concepts and practice
  • 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






  • 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 through others
Collaborates - Contributing through others
Being resilient - Contributing through others

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: 18 June 2021

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.