Customer Experience Consultant job opportunity at Old Mutual.

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DatePosted 24 Days Ago bot
Old Mutual Customer Experience Consultant
Experience: General
Pattern: full-time
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degreeDiploma
loacation Windhoek, Namibia
loacation Windhoek....Namibia

Lets Write Africa's Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job Description Job Specification Interprets customer, operational and research data from internal and external sources to generate meaningful business insights; Translates data and feedback into practical recommendations that improve customer experience and business performance; Develops insight-driven reports, dashboards and presentations for management and EXCO-level audiences; Leads and coordinates CX-related projects from concept to implementation, including timelines, deliverables and stakeholder alignment; Engages with internal stakeholders to understand business challenges and consults on appropriate CX solutions; Facilitates workshops, discussions and working sessions to co-create improvements across channels and touchpoints; Coordinates Voice of Customer activities (surveys, feedback channels, complaints analysis) and interprets findings; Monitors customer experience performance and supports the business with action plans and improvement tracking; Presents insights, recommendations and progress updates to senior stakeholders; Supports the rollout and embedding of OMNAM’s corporate customer strategy across business units; Contributes to the development and refinement of CX standards, frameworks and governance practices; Conducts research (qualitative and quantitative) to identify trends, pain points and opportunities; Partners with Marketing, Digital, Operations and other teams to influence customer-centric decision making; Supports internal capability building through training, coaching and enablement of customer champions; Ensures brand and customer experience alignment across channels and touchpoints; Utilises CRM and CX-related tools to monitor performance, track initiatives and support continuous improvement. Minimum Requirements Namibian Citizenship; Bachelor’s Degree in Business Administrations/Marketing, Project management, or related field; Minimum of proven two (2) years’ experience in customer experience, customer service, customer insights, stakeholder engagement, research, or programme coordination; Minimum of five (5) years’ experience working in a marketing, operations, distribution, financial services or strategy environment; Strong ability to interpret data and translate insights into clear recommendations (not building data models); Solid understanding of customer strategy, customer service, compliance principles, and how CX supports business outcomes; Excellent analytical, problem-solving, and critical thinking skills; Strong report writing, presentation, and insight storytelling skills; Strong project management capability (planning, coordinating, tracking delivery across multiple stakeholders); Excellent interpersonal, facilitation, planning and organising skills; High attention to detail and quality of work; Energy, drive and enthusiasm. Implements all through-the-line marketing activities. Implements marketing plans for selected market segments. Provides a consulting function, serving as a resource and concept generator to the marketing managers in order to implement the marketing strategy and plan developed by the seniors. Responsibilities Brand Positioning Ensure the application of brand guidelines and brand templates and inform the organization on the importance of brand alignment and positioning. Sales Promotion Develop and implement standard sales promotion programs to boost sales and customer loyalty, following the guidelines. Marketing Communications Contribute to the development and delivery of marketing communications campaigns across all media to support the business plan and increase sales. Events Planning and Delivery Plan and deliver smaller events to ensure that the events are produced according to schedule, within budget, and meet all deadlines, and work closely with, and coordinate activities of, all other parties involved in the design, development, sales, marketing, and delivery of the events. Content Creation Collate and summarize information for use in developing content and write first drafts of straightforward content for print or websites. Information and Business Advice Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring issues to others where necessary for interpretation of policy. Project Management Support others by carrying out a range of project management activities. Multiagency Work Communicate and coordinate with other professional teams (including some that are over organizational boundaries) to ensure service users experience cohesive and seamless support to meet their needs. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills Adaptability, Brand Development, Building Trust, Calendar Coordination, Campaign Management, Commercial Acumen, Customer Service, Data Compilation, Legal Practices, Management Reporting, Oral Communications, Project Schedule Management, Sales Closing Techniques, Sales Coordination Competencies Business Insight Collaborates Communicates Effectively Customer Focus Drives Results Ensures Accountability Plans and Aligns Education NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent Closing Date 18 February 2026 , 23:59 The Old Mutual Story!

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