Product Development Manager II

Job Requisition and Recruiter Details

Title: Senior Product Manager: Client Value Proposition & Journey Optimisation Requisition: 147204 Department: PDI (Home Loans Product) Role Type: Strategic Product / Client Proposition / Journey Management Closing Date: 19 August 2026 Recruiter: William Mtsweni

Job Family

Project, Process and Product

Career Stream

Product

Leadership Pipeline

Manage Self: Professional

Job Purpose

The Senior Product Manager: Client Proposition & Client Journey Optimisation is accountable for defining, shaping, and continuously improving the Home Loans client value propositions and end-to-end customer journeys across key client segments. The role ensures that the Home Loans business delivers compelling, differentiated, commercially viable, risk-aligned, and client-centred propositions across Personal, Private Clients, and Private Wealth segments and becomes the bridge between what the bank promises clients and what clients experience. This role connects client insight, product strategy, sales performance, credit appetite, pricing, digital enablement, operational fulfilment, and post-sale servicing into a coherent client experience that supports sustainable balance sheet growth and improved client outcomes.

Job Responsibilities

Client Value Proposition Strategy Develop and manage the Home Loans client value proposition architecture across priority segments and client needs.

• Define differentiated Home Loans value propositions for Personal, Private Clients, and Private Wealth segments.

• Translate client needs from external engagements, market trends, competitor insights, and internal performance data into actionable proposition opportunities.

• Identify propositions for key life stages and client moments, including first-time buyers, repeat buyers, switchers, investors, self-employed clients, high-net-worth clients, and retention segments.

• Design and build propositions that are commercially viable, operationally deliverable, and aligned to credit appetite.

• Work with Pricing, Credit, Sales, Segment and Marketing teams to convert proposition ideas into executable offers.

• Ensure the proposition is not limited to marketing messaging, but influences product features, channel experience, pricing, service standards, and fulfilment design.

Customer Journey Management Own and continuously improve the end-to-end Home Loans client journeys across Acquisition, Onboarding, Servicing, Further lending, and Client Retention.

• Map, manage, and optimise priority Home Loans journeys from a client, banker, broker, and operational perspective.

• Identify pain points, drop-offs, delays, rework, communication failures, and experience gaps.

• Use data and client feedback to prioritise journey interventions with the greatest client, commercial, and operational impact.

• Define target-state journeys aligned to the intended client propositions.

• Partner with Channel, Operations, Credit, Risk, Marketing, and external partners to improve journey outcomes.

• Ensure journeys are designed with clear client communication, transparency, responsible lending, and status visibility.

• Track whether the client experience is delivering the proposition promise.

Commercial and Growth Enablement Support profitable Home Loans growth through better proposition design, improved conversion, higher retention, and stronger client penetration. Identify commercial leakage points across the client journey, including application abandonment, low approval-to-registration conversion, application drop-offs, and post-approval drop-offs.

• Partner with channel distribution teams to improve proposition adoption and client conversion.

• Support targeted campaigns and segment-specific growth initiatives.

• Use proposition and journey insights to inform pricing, retention, cross-sell, and client deepening strategies.

• Ensure growth initiatives are aligned to the bank’s risk appetite and quality-of-book expectations.

Risk, Credit and Regulatory Alignment Ensure Home Loans propositions and journeys are designed within the bank’s credit risk appetite and responsible lending obligations. Responsibilities include:

• Partner with Credit Risk to ensure propositions support sustainable, quality lending.

• Embed responsible lending and affordability considerations into proposition and journey design.

• Ensure journey changes do not create conduct risk, regulatory risk, operational risk, or poor client outcomes.

• Support clear communication to clients regarding approvals, declines, conditions, pricing, and affordability outcomes.

• Balance growth aspirations with disciplined risk selection and portfolio quality.

Job Responsibilities Continue

Client Insights, Analytics and Performance Management Use data, analytics, research, and client feedback to drive evidence-based proposition and journey decisions. Responsibilities include:

• Define and track key proposition and journey performance metrics.

• Use client feedback, complaints, NPS, effort scores, operational data, sales funnel data, and credit data to identify improvement opportunities.

• Develop dashboards and reporting packs that show proposition performance and journey health.

• Gather insights and convert it into actionable recommendations for leadership decision-making.

• Establish a regular proposition and journey review cadence with key stakeholders.

Cross-Functional Delivery and Stakeholder Management Act as the integrator across product, segment, sales, operations, marketing, credit, risk, and analytics teams. Responsibilities include:

• Lead cross-functional working groups to solve priority proposition and journey problems.

• Influence stakeholders without direct line authority.

• Translate strategic intent into practical delivery requirements.

• Ensure clear ownership of journey fixes across teams.

• Escalate structural blockers that prevent the business from delivering the intended client experience.

• Build strong relationships with internal and external partners involved in the Home Loans value chain.

People management and leadership:

• Identify areas of resource inefficiencies and promote optimisation through promoting multi-skilling and addressing capacity gaps by reviewing and improving people processes.

• Ensure transformational target are met through consideration of targets during the staff recruitment, retention and training process and utilising suppliers listed on the preferred supplier list for department.

• Contribute to a culture conducive to the achievement of transformation goals and support business strategies that improve the corporate image by ensuring self, managers and team participation in Nedbank culture building initiatives.

• Participate and ensure managers encourage staff to participate and support corporate social responsibility initiatives for the achievement of business strategy.

• Ensure issues raised in culture survey are addressed and results are improved by ensuring action plans are created

Essential Qualifications - NQF Level

• Matric / Grade 12 / National Senior Certificate

• Advanced Diplomas/National 1st Degrees

Preferred Qualification

• Bachelor’s degree (Required):

Preferred fields: Commerce and Business studies, Informatics, Behavioural Economics, Customer Experience and Design, Industrial Psychology, Information Systems or related disciplines.

Preferred Certifications

• Industry/Product specific

Minimum Experience Level

• Minimum 7 to 10 years’ relevant work experience in one or more of the following:

- Product Management - Client Value Propositions - Customer Journey Design and Management - Service Design - Digital or Process Improvement roles

• Exposure to Retail banking, financial services and Mortgages is essential

Technical / Professional Knowledge

• Communication Strategies

• Data analysis

• Governance, Risk and Controls

• Industry trends

• Principles of financial management

• Principles of project management

• Relevant regulatory knowledge

• Relevant software and systems knowledge

• Research methodology

• Decision-making process

Behavioural Competencies

• Customer Focus

• Decision Making

• Facilitating Change

• Influencing

• Innovation

• Technical/Professional Knowledge and Skills

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Please contact the Nedbank Recruiting Team at +27 860 555 566