Website Old Mutual
Old Mutual provides life insurance, car and home cover, loans, investments, and financial planning solutions to help you secure your future.
Digital Operations Specialist Job Vacancy at Old Mutual, Cape Town / Johannesburg – November 2025
Company: Old Mutual
Locations: Cape Town, Johannesburg (Hybrid)
Job Type: Full Time
Job Requisition ID: JR-73330
Posted: Today
Closing Date: 16 November 2025, 23:59
About Old Mutual
At Old Mutual, we believe in Africa’s potential — and our people embody that belief. Through our purpose-driven vision, we are committed to empowering customers and communities across the continent.
Join OM Bank, where we attract passionate individuals dedicated to building something aspirational and transformative. Our mission is to inspire and enable our customers to grow and sustain their prosperity.
Position Overview
The Digital Operations Specialist (Product Focus – Onboarding) plays a pivotal role in analysing customer behaviour, operational efficiency, and user experiences across all onboarding and activation touchpoints.
This role blends data analytics, customer journey diagnostics, and cross-functional collaboration to identify friction points, improve conversion rates, and enhance the overall onboarding experience—from sign-up to account activation.
You’ll work closely with Product, UX, Engineering, Risk/Compliance, and Customer Support teams to turn insights into action, design experiments (A/B testing), and deliver measurable operational improvements.
Key Responsibilities
1. Customer Journey Insights & Analytics
- Analyse structured data (event logs, funnel analytics, system metrics) to uncover drop-offs and behaviour patterns.
- Interpret unstructured data (customer chats, reviews, emails) to detect friction points.
- Build real-time dashboards tracking onboarding funnel performance.
Metrics:
- Improved KYC completion and account funding rates.
- Reduced onboarding-related support queries.
- Faster turnaround from insight to action.
2. Operational Process Optimisation
- Identify bottlenecks in KYC, verification, or workflow stages.
- Collaborate with technical and operations teams to streamline processes.
- Balance compliance with seamless user experience.
Metrics:
- Shorter onboarding times.
- Reduced verification retries and rejections.
- Improved system uptime and stability.
3. Experimentation & Continuous Improvement
- Recommend UX and process enhancements.
- Partner with Product to run A/B tests on screens, flows, and messaging.
- Evaluate success using measurable, data-driven metrics.
Metrics:
- Uplift from A/B experiments.
- Higher adoption rate of recommended improvements.
- Strong ROI from implemented initiatives.
4. Voice of the Customer (VoC) & Root-Cause Analytics
- Translate customer feedback into actionable insights.
- Maintain a VoC database of recurring issues and friction themes.
- Conduct deep dives into failure cases like KYC errors or abandoned sign-ups.
Metrics:
- Reduced customer complaints.
- Fewer recurring onboarding issues.
- Improved onboarding satisfaction scores.
5. Reporting & Stakeholder Communication
- Prepare detailed weekly and monthly performance reports.
- Present findings and strategic recommendations to management.
- Document key learnings, workflows, and improvement plans.
Metrics:
- Timely and high-quality reporting.
- Positive stakeholder feedback.
- High implementation rate of recommended actions.
Role Requirements
Technical & Analytical Skills
- Strong proficiency in SQL, Python, and Power BI.
- Experience with customer journey mapping and analytics tools (e.g., Braze).
- Knowledge of A/B testing and experimentation frameworks.
- Familiarity with software development lifecycles.
- Ability to extract insights from structured and unstructured data sources.
Domain & Business Skills
- Experience in fintech, digital banking, payments, or consumer tech.
- Understanding of KYC and onboarding compliance processes.
- Familiarity with mobile app UX and scaling digital operations.
Soft Skills
- Strong analytical and problem-solving ability.
- Excellent communication and storytelling with data.
- Proven collaboration across Product, UX, and Tech teams.
- Attention to detail and autonomous work ethic.
Advantageous
- Experience in machine learning for unstructured data.
- Prior exposure to digital onboarding optimization.
- UI/UX design understanding and customer service data mining.
Qualifications
- Education: NQF Level 7 – Degree, Advanced Diploma, or Postgraduate Certificate (advantageous).
Skills
Action Planning | Data Analysis | Business Intelligence | Customer Focus | Statistical Analysis | Data Modeling | Analytics Software | Reporting | Evaluating Information
Core Competencies
- Business Insight
- Communicates Effectively
- Cultivates Innovation
- Decision Quality
- Manages Complexity
- Optimizes Work Processes
- Situational Adaptability
- Strategic Mindset
Employment Equity Statement
Old Mutual South Africa is committed to diversity and transformation. Appointments will align with the Employment Equity Plan and specific business unit goals.
📅 Closing Date: 16 November 2025, 23:59
📍 Locations: Cape Town & Johannesburg (Hybrid)
🏢 Company: Old Mutual
💼 Job Type: Full Time
🔖 Requisition ID: JR-73330
View more Jobs in South Africa Here
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To apply for this job please visit oldmutual.wd3.myworkdayjobs.com.