OM Bank - Unified App Experience Lead

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Unified App Experience Lead is accountable for defining, delivering, and governing a consistent, intuitive, secure, and high-performing mobile app experience across iOS and Android.

This role owns the end-to-end mobile customer journey, ensuring that onboarding, transacting, servicing, support, and recovery experiences are seamless, coherent, and aligned to the bank’s brand, regulatory obligations, and operational capabilities.

The role acts as the single point of accountability for mobile experience coherence, bridging product, engineering, design, data, security, and operations to ensure the app delivers trusted, simple, and resilient banking experiences at scale.

KEY RESULT AREAS

Mobile Experience Strategy & Vision

Define and own the Mobile App Experience Strategy, positioning the app as the bank’s primary customer engagement channel.

Establish clear mobile experience principles, standards, and guardrails aligned to trust, simplicity, and performance.

Translate business and customer outcomes into a prioritised mobile experience roadmap.

End-to-End App Journey Ownership

Own critical in-app journeys end-to-end, including onboarding, authentication, payments, account management, servicing, notifications, and in-app support.

Ensure journeys are consistent across features, squads, and releases, avoiding fragmentation.

Drive simplification by reducing steps, cognitive load, and failure points within the app.

UX, UI & Design System Governance

Govern mobile UX, UI, interaction patterns, accessibility, and content standards.

Own and evolve the mobile design system, ensuring consistency across teams and releases.

Ensure experience standards are embedded into delivery pipelines and design reviews.

App Delivery & Platform Alignment

Partner closely with Mobile Engineering, Platform, Product, and SRE to ensure experience is designed with performance, resilience, and scalability in mind.

Ensure experience requirements are reflected in backlog prioritisation, release planning, and technical design.

Influence SDK, API, and platform decisions to protect app experience and stability.

App Performance & Quality Experience

Own experience-related app KPIs including funnel conversion, crash-free sessions, latency perception, task completion, and store ratings.

Work with analytics and observability teams to identify experience friction and degradation.

Ensure graceful degradation and clear customer communication during incidents or outages.

App Store & Release Experience

Govern the end-to-end app release experience, including store listings, release notes, feature exposure, and rollout strategies.

Ensure consistent experience across app versions and controlled feature adoption.

Partner with release and change teams to minimise customer disruption.

Security, Compliance & Trust by Design

Ensure experiences are compliant with banking, security, privacy, and accessibility requirements.

Embed security and risk considerations seamlessly into app flows without degrading usability.

Balance strong customer authentication with low-friction experiences.

Stakeholder Leadership & Influence

Act as the mobile experience authority across the bank.

Align Product Owners, Designers, Engineers, Operations, and Risk around a single mobile experience vision.

Provide clear, data-backed recommendations to senior stakeholders and Exco.

Key Deliverables

Mobile App Experience Strategy and roadmap

Standardised in-app journey maps and experience blueprints

Mobile design system and experience standards

App experience dashboards and KPI reporting

Prioritised experience improvement backlog

ROLE REQUIREMENTS

Experience

5+ years’ experience in mobile experience design, product, or digital delivery, preferably in financial services.

Proven experience owning large-scale consumer mobile apps with frequent releases.

Experience working in regulated, high-availability environments.

Skills & Competencies

Deep understanding of mobile UX, app patterns, and behavioural design.

Strong collaboration across product, engineering, platform, and operations.

Ability to balance customer experience, technical constraints, security, and cost.

Data-driven decision-making using analytics, experimentation, and customer feedback.

Strong executive communication and influencing skills.

Personal Attributes

Customer-obsessed with a mobile-first mindset

Detail-oriented while maintaining a strong strategic view

Calm, credible decision-maker in high-pressure environments

Pragmatic, outcome-driven, and delivery focused

Success Measures

Improved in-app conversion, engagement, and satisfaction

Reduced experience-related defects, rework, and customer complaints

Consistent, predictable mobile releases with minimal disruption

Strong alignment between mobile experience, platform capabilities, and operations

Increased trust and adoption of the mobile app as the primary banking channel

Skills

Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development

Competencies

Business Insight

Collaborates

Courage

Cultivates Innovation

Decision Quality

Drives Results

Ensures Accountability

Manages Complexity

Education

Closing Date

31 January 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!