Specialist: Customer Value Proposition - Development & Execution

Empowering Africa’s tomorrow, together…one story at a time.

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.

Job Description

Role Success Statement

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.

Qualifications & Experience

• 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.

Core Competencies

• 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.

Indicative Performance Measures

• 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.

Key Deliverables

• 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.

CVP Strategy & Proposition Development

• 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.

Customer Insight & Market Intelligence

• Develop research briefs and learning agendas; coordinate segmentation, personas, JTBD, willingness-to-pay, journey analysis and competitor benchmarking.
• Translate qualitative and quantitative evidence into proposition requirements, strategic recommendations and prioritised opportunities.
• Monitor emerging customer behaviours, market shifts, competitor activity and new value pools.

Commercial & Business-Case Development

• Build commercial models covering acquisition, activation, usage, pricing, product attachment, deposits, partner income, cost-to-serve, retention and customer lifetime value.
• Partner with Finance and Pricing to develop forecasts and MVP, accelerated and full-investment scenarios.
• Define expected benefits, funding requirements and cost-allocation approaches; support benefits realisation.

Execution Planning & Cross-Functional Delivery

• Translate strategy into a prioritised book of work and Now / Next / Later roadmap across proposition, process, marketing technology, data, technology and partners.
• Distinguish tactical opportunities and configuration or rule changes from initiatives requiring material technology investment.
• Coordinate cross-functional delivery and maintain RAID, dependencies, decision logs, change control and executive reporting.
• Prepare decision papers and facilitate design workshops and governance gates.

Customer Journey, Service Model & Commercialisation

• 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.

Lifecycle Engagement, Partnerships & Optimisation

• 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.

 

Performance Measurement

• 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