Senior Journey Owner

Join Oldmutual as a Senior Journey Owner in Pinelands and lead the design and optimisation of customer experiences that matter. This full-time role offers the opportunity to shape how customers interact with our products and services at every touchpoint.

About This Position

As Senior Journey Owner at Oldmutual in Pinelands, you'll take ownership of end-to-end customer journeys, ensuring seamless experiences across all channels. You'll work at the intersection of strategy, technology, and customer insights to identify opportunities for improvement and drive measurable business impact. This is a leadership role that combines analytical rigour with creative problem-solving to deliver journeys that exceed customer expectations.

Day-to-Day Responsibilities

• Design, map, and continuously optimise customer journeys across digital and traditional touchpoints
• Partner with cross-functional teams including product, technology, marketing, and operations to implement journey improvements
• Gather and analyse customer feedback, behavioural data, and business metrics to identify friction points and opportunities
• Develop business cases and implement solutions that enhance customer satisfaction and operational efficiency
• Lead journey workshops and stakeholder alignment sessions to ensure clarity and buy-in
• Monitor journey performance through KPIs and dashboards, reporting insights to senior leadership

Requirements

• Proven experience as a journey owner, customer experience strategist, or similar leadership role
• Strong understanding of customer journey mapping, experience design, and omnichannel strategy
• Proficiency in analysing data and translating insights into actionable improvements
• Excellent project and stakeholder management capabilities
• Experience working in financial services, insurance, or comparable complex business environment
• Strong communication and presentation skills with the ability to influence across organisational levels
• Tertiary qualification in business, marketing, customer experience, or related field is advantageous

More About Oldmutual

Oldmutual is a leading financial services company committed to delivering exceptional customer experiences. Our team in Pinelands is at the heart of customer-centric innovation, driving positive change across our business and the communities we serve. If you're passionate about understanding and improving how customers experience our brand, we'd like to hear from you.

Ready to Apply?

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