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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
At OM Bank, we strive to attract great people who are passionate about coming together for a higher purpose- building something unique and aspirational, always aiming to be the best they can be. We are rooted in our purpose of inspiring and enabling our customers to grow and sustain their prosperity.
The Head: Customer Value Proposition (CVP) is accountable for defining, owning, and continuously evolving OM Bank’s end to end Customer Value Proposition across all customer segments. The role ensures that products, pricing, features, benefits, and experiences deliver clear, differentiated value aligned to customer needs, commercial objectives, and the OM Bank brand promise.
Key Responsibilities
CVP Strategy & Leadership
- Define and own the enterprise‑wide CVP strategy across retail and business banking segments
- Translate customer insights, market trends, and strategic intent into compelling, differentiated value propositions.
- Ensure CVPs are clearly articulated, measurable, and embedded across products, channels, and customer journeys.
- Lead CVP governance, prioritisation, and lifecycle management.
Customer Insight & Market Analysis
- Leverage customer data, insights, research, and analytics to identify unmet needs and value drivers.
- Conduct competitor and market analysis to ensure OM Bank remains differentiated and competitive.
- Partner with CX, Data, and Marketing teams to continuously validate and enhance propositions.
Product & Experience Alignment
- Work closely with Product, Pricing, Marketing, Digital, and Channel teams to ensure CVP alignment across:
- Product design and features
- Pricing and rewards
- Customer experience and journeys
- Communications and go‑to‑market strategies
- Ensure seamless end‑to‑end delivery of CVPs across digital and physical channels.
Commercial Performance
- Own CVP‑related performance metrics including acquisition, engagement, retention, wallet share, and profitability.
- Drive optimisation initiatives to maximise customer lifetime value (CLV).
- Support revenue growth while balancing customer value and cost‑to‑serve.
Stakeholder & People Leadership
- Lead, develop, and inspire a high‑performing CVP team.
- Collaborate with senior stakeholders across Product, Marketing, Finance, Risk, Compliance, Operations, and Technology.
- Influence executive decision‑making through insight‑driven recommendations.
Governance, Risk & Compliance
- Ensure CVPs comply with regulatory, risk, and Treating Customers Fairly (TCF) requirements.
- Embed fair value, transparency, and customer outcomes into proposition design.
Key Deliverables / Outcomes
- Clearly defined and differentiated CVPs per segment.
- Improved customer acquisition, engagement, and retention.
- Enhanced customer satisfaction (NPS) and advocacy.
- Strong alignment between customer needs, product offerings, and commercial objectives.
- Measurable contribution to balance sheet growth and profitability.
Required Qualifications
- Bachelor’s degree in Business, Marketing, Commerce, Economics, or related field.
- Postgraduate qualification (MBA or equivalent) – advantageous.
Required Experience
- 10+ years experience in financial services, with strong exposure to:
- Customer Value Proposition, Product Strategy, or Customer Experience
- Retail and/or Business Banking environments
- 5+ years in a senior leadership or head‑of role.
- Proven experience translating customer insights into commercially successful propositions.
- Strong understanding of banking products, pricing structures, and regulatory context.
Technical & Professional Skills
- CVP strategy development and execution
- Customer analytics and insight‑led decision‑making
- Product and pricing frameworks
- Financial and commercial acumen
- Go‑to‑market and life cycle management
- Senior stakeholder engagement and influence
Skills
Action Planning, Adaptive Thinking, Agile Project Management, Business Requirements Analysis, Current State Assessment, Customer Feedback Management, Data Analysis, Executing Plans, Identifying Customer Needs, Market Analysis, Oral Communications, Presenting Solutions, Strategic Planning, Target Market Segmentation
Competencies
Balances Stakeholders
Builds Effective Teams
Business Insight
Communicates Effectively
Customer Focus
Drives Vision and Purpose
Financial Acumen
Manages Complexity
Education
NQF Level 9 – Masters
Closing Date
30 April 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.
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