Manager Customer Experience & Product Management | CXO Office | October 2026

We are seeking an experienced Manager Customer Experience & Product Management to lead the development, enhancement and optimisation of customer journeys and products. This role is responsible for shaping customer-centric strategies, driving product innovation, overseeing end-to-end customer journeys and delivering measurable business value through exceptional customer experiences and product performance.

We are on the lookout for:

Job Vacancy: Manager Customer Experience & Product Management

You will be responsible for setting up the sub-domain roadmap and lead the Product Owners who drive product adoption and performance. The role translates domain strategy into actionable product roadmaps, customer-centric solutions and measurable business outcomes.

In this role you will:

• Translate business priorities, customer needs, market trends, regulatory requirements and digital ambitions into a prioritized roadmap;
• Lead the Customer Journey Owners to continuously improve customer journeys across mobile, web, branch, contact centre and assisted channels;
• Drive improvements that increase simplicity, transparency, accessibility, inclusivity, completion rates and ease of doing business;
• Partner with business and relevant stakeholders to evidence commercial impact, cost optimisation and growth contribution;
• Promote outcome-oriented product management, with focus on adoption, behaviour change and measurable value rather than feature delivery alone;
• Drive digital-first journey improvements that support seamless, intuitive and end-to-end customer experiences across different channels;
• Embed continuous optimisation disciplines so journeys are improved regularly and not only at major release point;
• Recommend actions to improve product profitability, product penetration, client retention, and competitiveness;
• Identify and prioritise practical AI, automation and analytics use cases that improve customer experience, decisioning, servicing and operational efficiency;
• Partner with Marketing, Brand, Digital, Data and Business teams to support product-led acquisition, engagement, cross-sell and retention strategies;
• Define and monitor adoption KPIs for uptake, usage depth, customer behaviour change and benefit realization from launch;
• Assess initiatives for strategic fit, customer impact, capability alignment, complexity, dependency risk and operational readiness;
• Lead and develop a multidisciplinary team of Customer Journey Owners, Product Owners and Business Analysts, and partner with the Manager - IT Delivery - to deliver the sub-domain roadmap.

To succeed, you will be required to demonstrate the following competencies:

• Consistently achieve results even under tough circumstances;
• Add value to the organisation and business unit by recognizing new business opportunities, capitalizing on these and increasing our competitive advantage;
• Make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems;
• Know the most effective and efficient processes to get things done, with a focus on continuous improvement;
• Promote clear sense of purpose and inspires a positive attitude to work, building high expectations about organisational success;
• Learn through experimentation when tackling new problems, using both successes and failures as learning fodder;
• Portray a message (both positive and negative) clearly, accurately and concisely to the intended individual, team and or business organization.

We are looking for candidate(s) who have a minimum of:

EITHER

• Degree in Business, Marketing, Finance, Economics, Technology, Information Systems, Data, Engineering, or a related discipline; a Master's degree would be an advantage;
• 7 to 10 years of senior experience in Customer Experience, Product Development, and Product Management, including at least 5 years in a leadership role managing and developing high-performing teams.

OR

• 12 years of senior experience in Customer Experience, Product Development, and Product Management, including at least 5 years in a leadership role managing and developing high-performing teams.

AND

• Proven ability to translate customer insights and business strategy into successful customer journeys, measurable business outcomes, and growth initiatives, with strong expertise in analytics, CRM, AI-enabled solutions, stakeholder management, and cross-functional delivery within complex and regulated environments;
• Professional certifications in either Product Management, Customer Experience, Design Thinking, Project Management, Data Analytics, CRM or Change Management would be advantageous.

A combination of both qualifications & experience will be considered.

Should this opportunity match your career aspirations, skills and competencies, click on ‘Apply’ to complete your online application.

Please ensure all required information is accurately entered in relevant sections. Any incomplete application will not be considered. Kindly attach a complete CV when applying.

As part of the recruitment process, candidates will be required to provide a valid Certificate of Character of less than 3 months and two professional references.

The deadline for submission of application is 14 October 2026.

The Management reserves the right not to appoint anyone following this advert.