Manager Customer Experience & Product Management

About the role

As the Manager Customer Experience & Product Management you will lead the design, optimisation and delivery of end‑to‑end customer journeys and product portfolios for a leading African bank. The role combines strategic insight, digital innovation and a human‑centred approach to create measurable business value.

Key responsibilities

• Translate business priorities, market trends and regulatory requirements into a prioritized product roadmap and customer‑centric solutions.
• Lead Customer Journey Owners and Product Owners to continuously improve journeys across mobile, web, branch, contact centre and assisted channels.
• Drive simplicity, transparency, accessibility and completion rates while monitoring commercial impact and cost optimisation.
• Identify and prioritize AI, automation and analytics use cases that enhance experience, decisioning and operational efficiency.
• Partner with Marketing, Brand, Digital, Data and Business teams to support product‑led acquisition, cross‑sell and retention strategies.

Required profile

• 7‑10 years (or 12 years) of senior experience in Customer Experience, Product Development and Product Management, with at least 5 years in a leadership role.
• Proven ability to turn customer insights and business strategy into successful journeys and measurable outcomes in a regulated, complex environment.
• Degree in Business, Marketing, Finance, Technology or related field; a Master’s degree is an advantage.

Required skills

• Analytics
• Customer Relationship Management (CRM) platforms
• Artificial Intelligence (AI) and AI‑enabled solutions
• Automation tools
• Data analytics