Customer Experience (CX) Analyst – Old Mutual
Company: Old Mutual
Position: Customer Experience (CX) Analyst
Location: Johannesburg, South Africa
Work Model: Hybrid
Employment Type: Full-Time
Reference: JR-82756
Closing Date: 24 August 2026 at 23:59
Minimum Qualification: NQF Level 7 – Degree, Advanced Diploma or Postgraduate Certificate/equivalent
Job Overview
Old Mutual is seeking a Customer Experience (CX) Analyst to join its Corporate business in Johannesburg. This is a customer-focused analytical role responsible for understanding customer needs, analysing customer behaviour and feedback, identifying pain points throughout the customer journey, and supporting initiatives that improve customer experience and business performance.
The successful candidate will act as a voice of the customer advocate, using customer insights, journey analysis, operational data and stakeholder engagement to identify opportunities to improve customer ease, satisfaction, conversion and retention.
The role requires someone who can look beyond individual customer interactions and understand the end-to-end customer application journey. You will work closely with operational, digital, technology, product, UX, service design and customer-facing teams to ensure customer insights are translated into practical improvements.
Key Responsibilities
Customer Journey Analysis and Optimisation
- Analyse end-to-end customer application journeys to identify pain points, service gaps, inefficiencies and improvement opportunities.
- Map and evaluate customer interactions across important customer touchpoints.
- Recommend and support initiatives designed to simplify and improve the customer experience.
- Monitor journey performance and identify emerging customer needs and expectations.
- Contribute to customer-centric solutions that improve ease of doing business, conversion and satisfaction.
- Work with technical teams to support the implementation of customer experience improvements.
Voice of Customer and Customer Insights
The CX Analyst will gather and analyse customer feedback from relevant Voice of Customer channels. The role involves identifying customer trends, recurring issues and root causes that negatively affect the customer experience.
You will translate customer feedback into actionable recommendations and generate meaningful insights that help the business prioritise improvement opportunities. The successful candidate will also monitor customer sentiment and contribute to regular customer experience reporting.
Customer Experience Measurement
- Support the implementation and tracking of customer experience measures and performance indicators.
- Analyse customer and operational data to identify trends, risks and opportunities.
- Monitor the effectiveness of customer experience initiatives.
- Recommend corrective action where required.
- Support continuous improvement through data-driven insights and recommendations.
Stakeholder Collaboration
This role requires strong collaboration across multiple areas of the organisation. You will partner with operational, digital, technology, product and customer-facing teams to improve customer experiences.
You will also collaborate with UX, service design and development teams to ensure customer insights are incorporated into solution design and delivery.
The position may involve facilitating discussions and workshops to understand customer challenges, operational realities and improvement opportunities. Building effective stakeholder relationships and advocating for customer-centric practices will be an important part of the role.
Continuous Improvement and Innovation
- Identify opportunities to improve customer journeys, processes and service experiences.
- Support the implementation and monitoring of customer experience initiatives.
- Conduct root cause analysis on recurring customer issues and service challenges.
- Contribute to operational excellence and customer-centric innovation.
- Support a culture of continuous improvement throughout the organisation.
Key Performance Areas
Success in the role will be measured through improvements in customer application journey performance and customer ease, as well as the identification and implementation of meaningful customer experience improvements.
The successful candidate will also contribute to improved customer satisfaction, sentiment and journey outcomes, while helping reduce customer pain points, service failures and friction.
Effective stakeholder engagement, customer advocacy and contribution to strategic customer experience and operational improvement initiatives will also be key performance areas.
Minimum Qualifications
Applicants must have:
- A Bachelor’s degree or relevant qualification in Customer Experience, Business, Marketing, Commerce or a related field.
- NQF Level 7 qualification, such as a Degree, Advanced Diploma or Postgraduate Certificate, or equivalent.
Minimum Experience
The role requires 3–5 years of relevant experience in one or more of the following areas:
- Customer Experience
- Customer Service
- Customer Insights
- Service Improvement
- Operational Excellence
- Process Optimisation
- Customer-focused environments
Candidates should have experience identifying and resolving customer pain points and service challenges. Experience analysing customer feedback, customer behaviour and operational performance data to support improvements is also required.
Applicants should understand end-to-end customer journeys and have experience working within customer-facing operations.
Experience engaging cross-functional stakeholders to implement customer or process improvement initiatives will be valuable, as will experience contributing to continuous improvement, customer-centricity and operational efficiency programmes.
Preferred Experience
The following would be advantageous:
- Financial services, banking or insurance experience.
- Retail or telecommunications experience.
- Experience supporting customer onboarding or application journeys.
- Experience with digital customer journeys.
- Voice of Customer programmes.
- Customer satisfaction measurement.
- Customer research.
- Customer journey mapping.
- Service design.
- Process improvement.
- Operational Excellence.
- Lean or Continuous Improvement environments.
- Quality Management.
- Customer experience measurement and reporting.
Technical Skills
Candidates should have knowledge or experience in:
- Customer Journey Mapping
- Voice of Customer Analysis
- Customer Experience Measurement
- Customer Research and Insight Generation
- Customer Service Excellence
- Process Optimisation
- Operational Excellence
- Root Cause Analysis
- Continuous Improvement
- Customer Experience Reporting and Dashboarding
Additional skills listed for the position include action planning, agile project management, computer literacy, customer value proposition development, data compilation, evaluating information, executing plans, IT implementation, market analysis, market research analysis and product development.
Behavioural Competencies
Old Mutual is looking for someone who demonstrates:
- Strong customer focus
- Analytical thinking
- Problem-solving ability
- Curiosity and insight generation
- Collaboration and influence
- Clear communication
- Continuous improvement mindset
- Attention to detail
- Adaptability
- Results orientation
The role also requires competencies such as Business Insight, Collaboration, Innovation, Customer Focus, Decision Quality, Results Orientation, Accountability and Interpersonal Savvy.
What You Can Expect
This is a full-time hybrid opportunity based in Johannesburg, giving the successful candidate the opportunity to work within a major financial services organisation while contributing directly to customer experience and operational improvement.
The role is particularly suited to an experienced CX, customer insights, service improvement or process optimisation professional who enjoys working with data, understanding customer behaviour and turning insights into practical business improvements.
Important Information
Position: Customer Experience (CX) Analyst
Company: Old Mutual
Location: Johannesburg
Work Model: Hybrid
Employment Type: Full-Time
Reference: JR-82756
Qualification: NQF Level 7 Degree/Advanced Diploma/Postgraduate Certificate or equivalent
Experience: 3–5 years relevant experience
Closing Date: 24 August 2026 at 23:59
The appointment will be made from the designated group in line with Old Mutual South Africa’s Employment Equity Plan and the specific business unit involved.