Strategy Analyst

Job Requisition Details

Requisition ID: 147934

Location: Johannesburg, Gauteng

Closing Date: 08 October 2026

Talent Acquisition: Bongiwe Mchunu

Job Family

Business and Commercial Banking Strategy

Career Stream

Strategic Planning and Strategy Formulation

Leadership Pipeline

FAIS Affected

Job Purpose

To support the definition and execution of the SME Customer Value Proposition strategy through customer, portfolio and market analysis; translating data into prioritised insights, recommendations and initiatives that improve customer outcomes, engagement, retention, portfolio value and sustainable growth.

The role works across Product, Sales, Service, Credit, Digital, Marketing and Analytics to help ensure SME customers receive relevant propositions, engagement and support across their business lifecycle, while balancing customer experience, profitability, risk and operational efficiency.

Job Responsibilities

SME customer value strategy

• Support the development, refinement and execution of the SME Customer Value Management strategy in line with segment, business and growth objectives.
• Analyse SME customer needs, behaviours and value drivers to identify strategic opportunities and practical actions.
• Help translate SME business needs into differentiated value propositions, lifecycle strategies and prioritised initiatives.
• Prepare clear strategic papers, reports and presentations that enable sound decision-making.

Portfolio and lifetime value optimisation

• Analyse portfolio performance to identify value pools, growth opportunities, attrition risks and areas of value leakage.
• Support initiatives that improve customer lifetime value, retention, engagement, share of wallet and portfolio profitability.
• Monitor customer and commercial outcomes across onboarding, growth, maturity, stress and recovery stages.
• Track initiative performance and provide recommendations to improve impact and execution.

Customer insights and analytics

• Conduct qualitative and quantitative analysis to generate actionable insight into SME customer behaviour, needs, experience and value.
• Monitor CVM measures such as customer lifetime value, attrition, cross-sell, engagement, proposition adoption and portfolio health.
• Synthesise complex data into clear findings, recommendations and next-best actions for frontline, product and channel teams.
• Partner with data and analytics teams to strengthen reporting, measurement and decisioning.

Proposition and experience enablement

• Support personalised, trigger-based and next-best-action engagement across banker, call-centre and digital channels.
• Contribute to business cases, pilots, implementation plans and post-implementation reviews.

Governance and stakeholder engagement

• Coordinate inputs and requirements across stakeholders to support aligned, customer-centred execution.
• Ensure analysis, recommendations and reporting support fair, transparent and positive customer outcomes and comply with relevant governance requirements.
• Communicate findings effectively to technical, operational and senior stakeholder audiences.
• Share market, customer and industry insights that strengthen team capability and strategic decision-making.

Key Skills

• Understanding of SME customer needs, business lifecycles and commercial or financial behaviour is advantageous.
• Strong analytical capability, with the ability to interpret data and translate it into practical commercial and customer actions.
• Proficiency in analytical tools such as SQL, SAS and Power BI is required, together with experience in developing reports, presentations, business cases and recommendations for decision-making.
• Ability to collaborate across functions and manage multiple stakeholders in a complex organisation.
• Working knowledge of analytical tools, reporting platforms and data visualisation; AI literacy is advantageous.

Essential Qualifications - NQF Level

Qualification

Essential 

• Relevant Advanced Diploma or National First Degree in Business, Commerce, Economics, Finance, Statistics, Data Analytics, Marketing or a related discipline.

Preferred

• Relevant postgraduate qualification, professional certification or demonstrated specialist development in strategy, analytics, customer value management or SME banking.

Minimum Experience Level

• 3 to 5 years’ relevant experience in customer value management, strategy, portfolio management, business analysis, customer analytics, proposition development or a related financial-services environment.

Technical / Professional Knowledge

Behavioural Competencies