Job Description

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, 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.

We are looking for a senior leader to drive credit innovation and commercialisation across the consumer credit value chain.This role sits at the intersection of credit risk, customer strategy, product, data and customer experience, with a mandate to design and scale next-generation credit propositions and journeys that optimise customer value, experience, and profitability.

We are building the next generation of customer-centric, experience-led credit — and are looking for a senior executive to lead this transformation across retail banking.

1. Credit Proposition & Commercialisation

• Design and optimise end-to-end credit journeys across application, allocation, servicing and maintenance
• Define business rules and decisioning strategies to maximise customer value and profitability
• Translate customer insights and personas into relevant, personalised credit recommendations and offers
• Drive the transition from product-led to customer-led credit strategies

2. Customer Experience (CX) & Journey Design

• Own and drive customer experience (CX) outcomes across the credit lifecycle
• Design intuitive, frictionless and digitally-led credit journeys that improve conversion, utilisation and satisfaction
• Identify and eliminate customer pain points and drop-offs across onboarding, decisioning and collections
• Embed UX best practices and human-centred design principles into credit products and processes
• Partner with digital, CX and design teams to ensure consistent, seamless omni-channel experiences

3. Next-Generation Capability Development

• Incubate and embed advanced credit capabilities (data science, behavioural insights, ECM, rewards)
• Leverage data to optimise engagement, utilisation and collections strategies
• Identify customer-level triggers to drive timely, contextualised credit interventions
• Enhance both customer experience and operational efficiency through smarter decisioning

Experience

• 8–10 years’ leadership experience within banking, lending or financial services
• Strong background in credit strategy, lending, or portfolio optimisation
• Proven experience driving customer experience (CX) or digital transformation initiatives
• Experience working across risk, product, analytics and customer experience teams

Skills & Capabilities

• Deep understanding of credit products, underwriting, and regulatory frameworks
• Strong analytical and data-driven decision-making capability
• Ability to design customer-centric credit journeys and experiences
• Proven ability to translate insights into commercial, scalable solutions
• Strong stakeholder management and influencing capability across senior teams
• Innovative mindset with a focus on CX, UX and continuous improvement

Leadership Profile

• Strong commercial acumen balancing growth, risk and customer outcomes
• Passionate about delivering exceptional customer experiences
• Highly effective in navigating complexity and ambiguity
• Builds strong networks and drives alignment across diverse stakeholders
• Leads with collaboration, influence and impact

Education

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

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