Woolworths Financial Services | Full time WFS Digital Operations Lead Cape Town, South Africa | Posted on 02/24/2026 WoolworthsFinancial Services, or WFS as it is better known, is a JointVenture with Absa Bank, that supports the Woolworths retailbusiness by providing in-storecredit inthe formof the Woolworths StoreCard andoffering value-addedservices including credit cards, personal loans and short-terminsurance as well as life insurance linked to otherproducts. Job Description Main Purpose The Operations Lead, Digital role is responsible for cascading theoverarching Woolworths Financial Services (WFS) digital product strategy and operationalisingthis to optimise digital asset operational performance that works to improvecustomer experience and deliver business value to the enterprise. Theindividual will be responsible for the end-to-end change management of all enhancementsand new digital products and embedding new, and changes to, operationalprocesses across the business. Key areas of focus include: Strategiclead for the operational performance of digital platforms Operational Management and Change Optimisation CustomerExperience & Engagement Executivedashboards, performance analytics and journey conversions Partnerand Stakeholder Relationships PeopleManagement Financial and Commercial Acumen StrategicContribution and Leadership Participatein the crafting of the digital strategy relevant to the operational side of thebusiness, based on an understanding of the Woolworths Financial Services (WFS) contextand aligned to WFS practices. Strategiclead for the operational performance of digital platforms, including definingand governing performance KPIs, monitoring platform health and reliability, andproviding business oversight of how new solutions are designed, integrated, andintroduced into the ecosystem to ensure scalability, operational readiness, andalignment to commercial objectives. Formulateframeworks that guide the analysis and interpretation of VOC data, summarising customers'expectations, preferences and aversions, and prioritising these in termsofrelative importance and satisfaction with current alternatives. Design and implementprocess improvements and set frameworks for the optimisation of current digitalproduct concepts to improve operating performance, employ operationalefficiencies and champion the customer experience. Operationalisethe product strategy for the digital business, positioning it as an acceleratorof the established Customer Value Proposition (CVP), and a core driver of valueand revenue creation. OperationalManagement and Change Optimisation Assume overall accountability for the definition and delivery of digitalproducts according to agreed Service Level Agreements (SLAs). Engage in all operational and performance reporting for digitalproducts, including the Digital Dashboard. Safeguard information and implement measures prevent fraud aspectsrelating to digital products. Liaise with the Information Security team, WFS ITand WFS Fraud to ensure a balanced risk and reward framework, including agreedcontrol objectives and metrics to support. Play a lead role, alongside the Commercial Lead, in theformulation of the digital product roadmaps with a focus on operations andcontinuous improvement initiatives Oversee operational management of digital assets with key partners(i.e., YoYo, WFSIT and WWIT teams) in identifying opportunities for, androlling out continuous improvements with regards to SLAs. Define and manage internal Operational Level Agreements (OLAs), byproviding clarity regarding the roles and responsibilities of each internalgroup. Implement processes to enhance the readiness of the organizationto engage in change initiatives as guided by the roadmap; highlight challengesand assist in the management of operational consequences. Provide change management services on WFS Product initiatives thatform part of the Digital programme of work. Advise Product Teams on essentialchange tactics for delivering changes to target audiences; enable and supportchange management implementation (e.g., governance, engagement, communicationetc.) Utilise data and analytics to create clarity and prepare keystakeholders for changes to product roadmaps, as well as manage the impact ofoperational consequences. Create portfolio dashboards that monitor the delivery of projects,highlighting interdependencies and consolidated change impacts. Optimise the operational performance of digital assets; scope novel ways to improve performance and reduce incidents by engaging in root cause analyses. CustomerExperience & Engagement Own the VoC strategy for digital products and all otheroperational performance indicators for all digital assets, by maintaining adeep understanding of how to “close the gap” between WFS digital assets and theway customers experience them. Analyse VoC data and resultant insights to gauge the presentcustomer experience, and to identify opportunities to create roadmapimprovements, and consequently enhance customer perceptions and affiliatedscores. Drivethe continuous improvement of Voice of the Customer (VoC) scores for alldigital product offerings. Create frameworks for the management of VoC escalations, highlightingthe identification and prioritisation of experiences, to enhance the DigitalCVP. Formulate strategies to increase digital engagement andpenetration, as well as to reduce dormancy across all digital customerexperiences and associated platforms. Advocate for WFS digital customers, highlighting key customerexperience trends and themes across the WFS business and maintaining anawareness of digital customers and their evolving needs. Cross-collaborate with relevant product teams and WFS Marketing teamsin the provision of insight and specialised guidance pertaining to the design,execution and tracking of ECM campaigns that drive digital engagement (e.g.,‘always on’ customer education). Manage insights and CX improvements pertaining to captured ratingsof Digital WFS products across digital platforms (i.e., App Store / Play Store/ Huawei Gallery / Google Ratings etc). Identify and prioritise opportunities to enhance both thecommercialisation aspect and the customer experience aspect of digitalproductsthrough insights gained as a result of analytics undertaken by both the digitalanalytics capability and the Customer Analytics team. Lead A/B testing or Champion/Challenger testing as a userexperience research methodology to compare current and new offerings toidentify more favourable experiences and propose the case for change Undertake proactive and reactive incident, problem identificationand management in close collaboration with the CIO and make recommendations forresolution. Partner with the WFS CIO and Cyber Security teams to ensureappropriate levels of control are in place and that regular security andpenetration testing is undertaken. Assume accountability for responses to any audits performed withinthe digital space. Optimise content presented on the WFS homepage, working closely with theWFS Customer team; build, socialise and finalise an optimisation roadmap basedon Commercial and CX principles. Analyticsand Journey Conversions Maximise the impact of Work cross-functionally with WFS CI andAdvanced Analytics teams to define a comprehensive set of digital reporting toolswith regard to all customer journeys that have an impact on or are impactedupon by digital. Engage with WFS product teams to assist in establishing plans tomove customer journeys towards conversion/sales by identifying customer needs andoptimizing digital experiences. Provide actionable insights specific to Digital products, based onoutputs provided by the Digital Analytics Specialist. Partnerand Stakeholder Relationships Maximiseoperational and commercial benefit through continuous partner management andengagement of internal and external stakeholders (e.g., YoYo, WFS IT (DigitalFactory) and Woolworths Online). Employdesign thinking methodologies in partnering with the Customer team on CustomerExperience (CX) and User Experience (UX) to guide the delivery of a range of Digitalproducts, clearly articulating customer touchpoints and customer journeys. Collaboratewith the existing internal communication team to promote digital communications,both internally and externally, across the WFS product landscape. Participatein the management and integration of Digital touchpoints into WFS’s partnersacross the Digital product landscape to initiate new engagement opportunitiesand strengthen existing synergies. Establishrelationships with key stakeholders to enable decisions regarding solutionsthat are practical and viable from a customer and commercial perspective;effectively aligning the product solution to the developed strategy. Understandthe systemic nature of stakeholder engagement, which recognises the individualcomponents as well as critical key integration points relating to products,customers, associated growth opportunities and complementary WFS sub-functionalpartnerships, to effectively realize both “grow” and “run” ambitions. PeopleManagement Lead theTeam according to WFS's leadership principles and values, including theemployee lifecycle from recruitment through to exit, performance management,training and development, discipline and grievance management, retention, andreward and people administration, to ensure a high-performance culture. Definebest practices relating to the operationalisation of the Digital business;guide the wider Digital community as a subject matter expert to develop acommon understanding across WFS. Financialand Commercial Acumen Preparethe Operational budget as a component of the Digital budget and managefinancial performance against the budget to identify cost-saving opportunities. Formulatethe case for change and lead the preparation of business cases for relevantinitiatives. Maintainand apply a broad understanding of financial management principles to ensuredecisions are fiscally sound and responsible. Monitorthe overall performance of the digital Operations business and recommend adjustmentsin the allocation of finances, based on progress against goals. Requirements Postgraduate Qualification (minimum Honors) in Finance, DigitalMarketing or equivalent. 8 – 10 years of experience working in a Financial Services / Consumer organization,of which at least 3 – 5 years’ experience should be within a Senior Leadershipcapacity. Proven experience in driving operational efficiencies to enhancerevenue generation. Preferred Experience 10 – 12 years of experience working in aFinancial Services / Consumer organization, preferably within a FinancialServices and Banking environment, of which at least 5 – 6 years’ experienceshould be within a Senior Leadership capacity. Additional Requirements Operationalisationand deployment of Digital Assets and related Platforms Exposureto APIs, integrations and partner ecosystems InsightsDriven Responsiveto dynamics in Digital ecosystems (locally and internationally) Strongcommercial acumen Executivepresence and the ability to effectively engage with a wide range ofstakeholders internally and externally. Abilityto influence stakeholders and plan, priorities, and track execution acrosscross-functional teams #J-18808-Ljbffr