Executive: Strategy and Customer and Competitor Insights

Executive: Strategy and Customer and Competitor Insights

Key Accountabilities:

1. Strategy Formulation and Execution

• Develop and implement long-term business strategy aligned with The Companys vision and goals.

• Lead annual strategic planning in collaboration with key internal stakeholders (sales, finance, operations, HR, etc.).

• Execute initiatives to enhance franchise value and ensure sustainable growth and market leadership.

• Integrate new product offerings, partnerships, and market expansion into strategic execution.

• Analyse market trends, competitive positioning, and customer insights to inform decision-making.

• Monitor and evaluate the success of strategic plans against performance targets.

• Collaborate with marketing and communications teams to align campaigns with business goals.

• Foster cross-functional integration across The Company to execute strategic priorities.

2. Business Performance Monitoring

• Define KPIs and dashboards to track strategic, financial, and operational performance.

• Regularly report franchise value indicators to executive leadership, with actionable insights.

• Analyse data across departments (sales, marketing, finance) for performance optimisation.

• Ensure alignment with centralised services (e.g. CVM, Digital) to track key value drivers.

3. Market Research and Analysis

• Lead the delivery of market insights to support business strategy.

• Conduct competitor and market trend analysis to drive strategic agility.

• Identify monetisation opportunities from insights/data-driven products and services.

• Present research findings to inform product and customer strategy decisions.

• Represent the business at committees and knowledge-sharing forums.

4. Customer Primacy and Sustainability

• Drive the development of compelling customer propositions and experiences.

• Leverage customer data to improve marketing effectiveness and revenue growth.

• Collaborate with analytics teams for predictive modelling and personalisation strategies.

• Define the Customer Value Management (CVM) framework and manage CX initiatives.

5. Business Management & Governance

• Lead operations of the Managing Executives office to ensure strategic execution.

• Represent the office in high-impact projects and strategic initiatives.

• Prepare executive reports for internal and external governance structures.

• Ensure adherence to governance frameworks, compliance protocols, and reporting standards.

6. Customer Value Management

• Define and oversee the CVM strategy for the A&I business unit.

• Execute measurement and customer analytics across key segments (RB, EB, CIB).

• Own social media and digital engagement performance within A&I.

• Track churn, engagement, and overall customer lifecycle value.

7. Stakeholder Engagement

• Represent A&I on Group forums (Exco, SECC, Board, regulators, etc.).

• Collaborate with internal stakeholders to align delivery with enterprise-wide strategy.

• Translate strategy into executional requirements with cross-functional teams.

8. People Management

• Build and manage a high-performing team through coaching, development, and talent management.

• Lead succession planning and workforce development aligned with group HR frameworks.

• Foster a high-performance culture through continuous feedback and recognition.

• Act as an escalation point for employee matters within the business unit.

• Address employee survey outcomes and drive positive employee experiences.

Educational Requirements:

• Bachelors Degree in Commerce, Business Management, Finance, or equivalent (required)

• Postgraduate qualification in Commerce, Strategy, Management or Governance (preferred)

• Professional qualifications such as Actuary, CFA, or MBA (advantageous)

Experience Requirements:

• Minimum 10 years of experience in the Financial Services industry (Banking required)

• At least 56 years in the Advice/Insurance domain (preferred)

• Minimum 5 years in senior leadership roles with proven expertise in:

  • Strategy formulation and execution

  • Customer Value Management

  • Market research and competitive analysis

  • Data-driven decision-making

  • Stakeholder engagement and governance