Company: Absa Bank Limited
Location: Sandton, South Africa
Work Type: Full Time
Remote Type: Hybrid
Closing Date: 05 January 2026
Job Requisition ID: R-15982312
About Absa
With over 100 years of rich history, Absa is a proudly African banking group with strong regional and international expertise. Joining Absa means being part of a purpose-driven organisation committed to shaping Africa’s future through insight-led growth, innovation, and responsible banking.
Job Summary
The Senior Specialist: Customer Journey & Lifecycle Management is responsible for designing, implementing, and optimising end-to-end customer journeys and lifecycle strategies across Business Banking.
The role focuses on maximising customer lifetime value, improving engagement, retention, and satisfaction through data-driven insights, journey orchestration, and cross-functional collaboration to deliver seamless, personalised, and value-driven customer experiences.
Key Focus Areas
Customer Journey & Lifecycle Design
- Design and optimise end-to-end customer journeys across all touchpoints
- Develop lifecycle strategies covering acquisition, onboarding, engagement, retention, and reactivation
- Ensure journeys align with customer expectations and business objectives
Segmentation, Personalisation & Analytics
- Leverage behavioural and transactional data to personalise experiences
- Develop customer segments and targeted lifecycle interventions
- Track and analyse KPIs such as CLV, churn, NPS, and engagement
Campaign & Technology Enablement
- Lead lifecycle campaign planning and execution across channels
- Ensure effective use of CRM, marketing automation, and journey orchestration platforms
- Drive integration and optimisation of customer data systems
Voice of the Customer (VoC)
- Integrate customer feedback into journey design
- Close the loop on customer feedback and continuous improvement initiatives
- Represent the voice of the customer in strategic decision-making forums
Cross-Functional Collaboration
- Partner with marketing, sales, product, and service teams
- Align customer journey initiatives with enterprise priorities
- Drive unified and consistent customer experiences
Strategic Accountabilities
Customer Primacy
- Lead initiatives to improve customer satisfaction, loyalty, and value delivery
- Embed service excellence and customer-centric frameworks
- Influence operational plans using customer and market insights
Sustainable Growth
- Drive retention and value growth through lifecycle strategies
- Identify opportunities to deepen customer relationships and reduce churn
- Evaluate financial and customer returns on initiatives
Innovation & Change
- Introduce innovative journey design practices and tools
- Lead customer experience transformation initiatives
- Drive change management and adoption across delivery teams
Operational Effectiveness & Digital Adoption
- Establish journey KPIs and dashboards
- Improve operational alignment across business units
- Promote digitisation, automation, and analytics-driven decision-making
Governance, Risk & Compliance
- Ensure customer initiatives comply with regulatory and internal standards
- Monitor and mitigate risks related to customer experience and data usage
- Support audit readiness and governance frameworks
Qualifications & Experience
Education
- Postgraduate Qualification (NQF 8): Honours Degree, Postgraduate Diploma, or Professional Qualification
- Field of Study: Customer Experience, Marketing, Business Strategy, or related fields
Experience
- 8–10 years’ experience in a specialised capability relevant to the bank
- Proven experience in customer journey and lifecycle strategy development
- Experience working across complex, cross-functional environments
- Exposure to digital transformation and data-driven decision-making
Core Competencies
Leadership Competencies
- Strategic Visioning & Planning
- Business Acumen
- Influence & Communication
- Innovative Problem-Solving
- Delivering Results
- Collaboration & Adaptability
Technical & Functional Skills
- Customer journey mapping and lifecycle design
- Customer analytics and behavioural insights
- Personalisation and segmentation strategies
- Customer experience measurement (NPS, CSAT, VoC)
- Digital engagement, automation, and journey orchestration
- Regulatory and compliance awareness in customer experience
Employment Equity
Absa Bank Limited is an equal opportunity and affirmative action employer. Preference will be given to suitably qualified candidates from designated groups in line with the Employment Equity Act 55 of 1998.
Absa reserves the right not to make an appointment to the post as advertised.