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.

Belonging at Absa

Absa is committed to creating an inclusive workplace where everyone can thrive. We are an equal opportunity employer and welcome applications from suitably qualified individuals from diverse backgrounds. In support of our Diversity, Equity, Inclusion and Belonging (DEIB) commitments and Employment Equity objectives, preference may be given to candidates from underrepresented designated groups, including persons with disabilities. We encourage applicants who may require reasonable accommodation during the recruitment process to let us know so that appropriate support can be provided.

Job Summary

To drive digital performance, operational efficiency and customer experience improvements through data analytics, customer journey optimisation and continuous process improvement. The role translates performance data into actionable insights to improve digital adoption, conversion rates, process efficiency and measurable business outcomes.

Job Description

Key Responsibilities

• Digital Performance Management: Define and monitor digital KPIs, develop dashboards and provide actionable performance insights.
• Customer Journey Optimisation: Analyse digital customer journeys, identify friction points, abandonment trends and conversion improvement opportunities.
• Process Efficiency and Optimisation: Identify operational inefficiencies, process bottlenecks and automation opportunities using Lean Six Sigma and process improvement methodologies.
• Digital Analytics and Attribution: Validate data quality, establish measurement frameworks and track digital channels' contributions to business performance.
• Digital Adoption and Conversion: Analyse customer behaviour, improve digital engagement and identify opportunities to increase self-service utilisation.
• Continuous Improvement: Conduct root cause analysis, recommend optimisation initiatives and support the implementation of performance improvements.
• Benefits Realisation: Measure and report the impact of optimisation initiatives on customer experience, productivity, operational costs and business value.
• Performance Governance: Facilitate performance reviews, maintain reporting standards and support data-driven decision-making.

Key Deliverables

• Digital performance dashboards and KPI scorecards.
• Customer journey and conversion analysis.
• Process efficiency assessments and optimisation recommendations.
• Digital attribution and data quality reports.
• Prioritised continuous improvement initiatives.
• Benefits realisation and performance improvement reports.

Required Skills and Experience

• Relevant qualification in Engineering, Data Analytics, Information Systems or Business Management.
• Approximately 5+ years of relevant experience in digital analytics, process optimisation or performance management.
• Proficiency in Power BI, SQL, Excel and digital analytics tools.
• Knowledge of Lean Six Sigma, process engineering and customer journey analytics.
• Strong analytical, problem-solving and stakeholder management capabilities.

Expected Business Outcomes

• Increased digital adoption and conversion.
• Reduced customer journey friction and abandonment.
• Improved operational efficiency and turnaround times.
• Enhanced accuracy of digital performance reporting.
• Reduced operational costs and measurable business benefits.

Education

Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)