Job Title: Customer Insights Specialist – Santam (Sanlam Group) – Johannesburg, Gauteng
Location: Johannesburg, Gauteng (Sandton or Tygervalley)
Industry: Insurance / Customer Experience / Analytics
Company: Sanlam Group – Santam Experience Team
Job Type: Permanent
Posting Date: 04 April 2025
Application Deadline: 04 May 2025
Are you passionate about improving customer experience and harnessing data-driven insights to guide business strategy? Santam, a leading short-term insurer within the Sanlam Group, is looking for a Customer Insights Specialist to join their dynamic Partner Solutions business unit within the Santam Experience Team.
Based in Johannesburg, Gauteng, this exciting role is an ideal opportunity for professionals with a strong background in customer experience, data analytics, and insights-driven innovation to take their career to the next level in a purpose-driven organization.
About the Role
As a Customer Insights Specialist, you will take the lead in understanding, analyzing, and elevating the voice of the customer through advanced methodologies, journey mapping, and strategic insights. Your work will directly shape Santam’s service delivery, product improvements, and customer advocacy strategies.
This role involves managing the Voices of Experiences (VoX) programme, journey mapping tools, and survey platforms to deliver high-impact insights across all customer touchpoints—turning data into actionable strategies that enhance satisfaction and loyalty.
Key Responsibilities
🔍 Voices of the Experience (VoX) and Customer Journey Mapping
-
Own and implement the VoX and Journey Mapping strategy.
-
Manage survey tools and platforms (e.g. Qualtrics, Smoke, Plus94, D365).
-
Merge insights from internal and external stakeholders to create a unified customer experience view.
📊 Customer Insights & Analytics
-
Drive strategies to increase customer advocacy across digital and physical channels.
-
Identify key customer experience drivers through NPS, transactional data, and qualitative feedback.
-
Analyze large datasets and link survey results to behavioral and transactional metrics.
🧩 Cross-Functional Collaboration
-
Partner with brand, marketing, operations, and service teams to align on customer insights.
-
Build executive-ready presentations that summarize findings and strategic recommendations.
-
Develop internal relationships to improve insight-sharing and customer focus across the business.
📈 Reporting, Recommendations & Continuous Improvement
-
Develop dashboards and visual reports (preferably in Tableau).
-
Present compelling narratives based on data that drive actionable outcomes.
-
Recommend operational improvements based on customer feedback analysis.
-
Manage continuous improvement projects in survey methodologies and insights generation.
Required Qualifications
-
Bachelor’s or Master’s degree in Business Administration, Psychology, Economics, Marketing, or a related field.
-
Net Promoter Certification is advantageous.
Experience & Skills
-
5–8 years of experience in Customer Insights, Customer Experience (CX), or a related analytical function.
-
In-depth experience with VoX tools, CRM platforms (especially D365), and survey analytics.
-
Strong ability to merge qualitative and quantitative data to identify trends and recommendations.
-
Experience in impact modelling, regression, cluster/factor analysis.
-
Proven success delivering insights that have improved product/service experiences.
-
Proficiency in MS Excel, PowerPoint, and survey research techniques.
-
Ability to manage large datasets and drive strategic decisions through storytelling and analytics.
Personal Attributes
-
Strong project management and change management skills.
-
Excellent written, verbal, and presentation communication abilities.
-
Collaborative and customer-centric mindset.
-
Able to influence and liaise with internal and external stakeholders at all levels.
-
Calm and focused under pressure, with a proactive approach to problem-solving.
-
Demonstrated passion for customer advocacy and improving user experiences.
Why Join Santam?
Santam is a values-driven organization committed to diversity, inclusion, and transformation. As a member of the Sanlam Group, Santam offers:
-
A forward-thinking culture focused on innovation and customer impact.
-
Opportunities to shape business outcomes through real-time insights.
-
A hybrid-friendly working environment in Sandton or Tygervalley.
-
A workplace that embraces neurodiversity and supports accessibility for people with disabilities.
If you’re an insight-driven professional who wants to create real value for both customers and the business, this is your chance to be part of something meaningful.
Apply Now
Take your next step in a people-focused, insight-powered organization.
📅 Closing Date: 04 May 2025
📍 Apply today and shape the future of customer experience with Santam.
👉 Explore more job opportunities like this at Jobs and Career Opportunities
