Specialist: Customer Value Proposition - Development & Execution

South Africa·Johannesburgmid

OtherDevelopment

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Overview

Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise,

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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Translate customer insight, segment strategy and market opportunities into differentiated, commercially viable and executable Customer Value Propositions (CVP)
The role manages the CVP lifecycle from opportunity identification and proposition design through business-case development, prioritisation, implementation readiness, go-to-market activation and performance optimisation.
Working across Product, Pricing, Marketing, Rewards, Channels, Technology, Data, Operations, Finance, Risk, Legal and external partners, the Specialist converts strategy into prioritised roadmaps, measurable customer outcomes and sustainable commercial value.

Success means CVP strategies do not remain conceptual. The Specialist combines proposition strategy, customer advocacy, commercial analysis and delivery integration to convert insight and market opportunity into differentiated propositions, credible investment choices, prioritised requirements, executable roadmaps and measurable customer and commercial outcomes.

Requirements

~1 min read

Bachelor degree in Business, Commerce, Marketing, Economics, Finance, Strategy, Innovation, Product Management or related discipline; postgraduate qualification advantageous.
Approximately 6-10 years relevant experience in CVP development, segment or product management, customer experience, commercial strategy, innovation or consulting.
Experience moving propositions from insight or concept into approved roadmaps, implementation, launch or optimisation.
Experience developing business cases, commercial models, customer journeys and execution roadmaps in a complex, preferably regulated, environment.

Define end-to-end journeys across onboarding, activation, engagement, servicing, progression, complaints and retention.
Shape service requirements across app, chat, contact centre, branch, external sales and partner channels, incorporating privacy, consent and customer protection.
Partner with Marketing, Brand, CRM and Distribution on positioning, campaigns, activation journeys, sales enablement and customer education.
Support pilots, launches and phased rollouts, aligning proposition readiness with operational capacity.

CVP and proposition strategy; customer-centred and lifecycle design; commercial acumen and business-case development.
Execution discipline, prioritisation, programme governance and dependency management.
Analytical judgement, customer insight interpretation and evidence-led decision-making.
Senior stakeholder influence, cross-functional leadership and executive communication.
Innovation balanced with regulatory, operational and customer-protection requirements.

Quality and timeliness of CVP strategies, proposition designs, business cases and decision artefacts.
Progression of propositions from concept to approved roadmap, MVP, launch and optimisation.
Improved onboarding, activation, engagement and customer experience, with reduced friction.
Growth in acquisition, funded relationships, product attachment, revenue, deposits, retention and CLV; reduction in cost-to-serve.
Effectiveness of collaboration, governance, dependency resolution and stakeholder confidence.

CVP strategies, proposition canvases, customer value maps and segment opportunity assessments.
Research briefs, insight synthesis, business cases, commercial models and investment scenarios.
Customer journeys, service-model requirements, modular proposition architectures and prioritised roadmaps.
Go-to-market plans, technology and marketing-technology briefs, partner assessments and executive pre-reads.
Dashboards, performance reports, benefits-realisation and optimisation plans.

Develop segment and micro-segment CVP strategies grounded in customer needs, jobs-to-be-done, pain points and moments that matter.
Design integrated propositions across product, pricing, rewards, benefits, customer journeys, servicing, distribution, communications and partnerships.
Define the customer promise, target audience, differentiation, value exchange and commercial rationale, while maintaining CVP integrity across the lifecycle.

Define lifecycle triggers, moments that matter, next-best-actions and retention interventions.
Use savings, education, rewards, protection and progression mechanics to build repeat usage and relationship depth.
Identify and assess ecosystem partners across lifestyle, connectivity, education, insurance, investment and value-added services.

Define CVP scorecards, common data definitions, dashboards and reporting routines with Data and Analytics.
Track acquisition, onboarding conversion, funded and active customers, engagement, product attachment, revenue, cost-to-serve, retention, customer experience and CLV.
Produce insight-led recommendations and coordinate remediation where performance is below expectation.

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised