Head of Customer Strategy and Proposition: Sanlam Ecosystem …, Bellville

Head of Customer Strategy and Proposition: Sanlam Ecosystem - Banking Location: Bellville, Western Cape, ZA

We’re a leading provider of integrated financial services for retail and corporate clients in South Africa.

Job Overview Lead the development and execution of customer strategy and value propositions for the Sanlam banking‑led ecosystem, aligning product design, customer experience, and distribution models across intermediated, direct, and digital channels.

Responsibilities

Define and implement the overall customer strategy aligned with the banking‑led ecosystem vision, covering all client segments (mass, emerging mid‑market, affluent).

Develop differentiated acquisition, retention, and growth strategies by segment with explicit emphasis on distribution channels.

Champion customer‑centricity, ensuring client value and financial wellbeing guide success metrics.

Develop differentiated customer value propositions that combine everyday banking, accessible credit, and financial wellbeing tools.

Ensure banking product strategy and customer strategy are aligned, guiding product design decisions toward client outcomes.

Design propositions with intermediary remuneration and advice requirements in mind.

Validate commercial viability of propositions considering distribution costs, regulatory compliance, and client affordability.

Oversee end‑to‑end proposition lifecycle: ideation, design, piloting, launch, and optimisation.

Co‑create integrated, segment‑specific value propositions with Marketing, Distribution, and product teams.

Define positioning, messaging architecture, and value proposition frameworks for each segment.

Ensure go‑to‑market strategies reflect the distinct needs of intermediated, direct, and digital journeys.

Support post‑launch performance reviews using customer and commercial data and refine propositions.

Embed propositions into the intermediary journey, including adviser toolkits and remuneration structures.

Advocate for product changes that resolve friction between product design and customer value.

Ensure credit, transactional, and savings products support long‑term financial health for clients transitioning from insurance‑only relationships.

Monitor market trends, competitor offerings, and regulatory developments to keep propositions relevant and competitive.

Gather and act on customer and intermediary feedback continuously.

Benchmark against local and global best practices in embedded banking and financial wellness.

Maintain a forward‑looking roadmap of joint solutions delivered through the banking partner and credit product house.

Collaborate closely with banking and credit partners, digital, operations, compliance, and the wider Sanlam Client Solutions cluster.

Influence senior leadership and maintain alignment across business units on customer strategy priorities.

Build effective relationships with intermediary bodies and distribution leadership.

Establish governance frameworks and commercial viability sign‑offs for proposition development.

Drive a culture of innovation, agility, and customer accountability.

Qualifications

Bachelor’s degree in Business, Finance, Marketing, or a related field (required).

Experience

10+ years in banking.

Experience in broader financial services, including insurance and/or strategy consulting, is advantageous.

Proven track record in customer strategy, proposition development or product management in financial services.

Direct experience with intermediated distribution models– adviser remuneration, compliance obligations, and client‑adviser dynamics.

Experience building propositions that span digital and physical channels.

Experience leading cross‑functional teams and influencing at the executive level.

Knowledge and Skills

Business strategy development and implementation.

Risk and compliance management.

Financial product monetisation and P&L management.

Strategic partnership development.

Budgeting and expense management.

Employee management.

Personal Attributes

Visionary and purposeful leadership.

Strategic business insight.

Complexity management.

Stakeholder balancing.

Equal Employment Opportunity The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment drives us to create a diverse, inclusive, and equitable workplace, supporting a thriving and sustainable business in South Africa.

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