Moses Duma

Moses Duma

Title: Head of Group Customer Experience Strategy and Governance

Company: Old Mutual Group Ltd

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Old Mutual is on a journey to delivering One Customer Experience strategy across all its brands and markets in Africa. 


This involves implementing the same set of CX design principles across different countries; cultures; and business lines. COVID-19 tested our resolve to delivering this CX strategy, as well as how well we are set up to respond to customers’ ever-changing circumstances. 


The financial services industry was impacted by COVID-19, and our business was not spared. However, Old Mutual responded effectively delivering great experience to both employees and customers during this difficult time. Lessons learnt from this period, will position us well to continue delivering our Intelligence Experience strategy to our customers during, and post COVID-19.

Moses will be sharing lessons learnt on:-

  • How to drive a consistent CX strategy across multiple brands and multiple locations, in the midst of ever
  • changing customer circumstances
  • How COVID-19 changed customer needs and expectations The impact of COVID-19 on the business
  • How Old Mutual responded to the changing customer circumstances and needs as a result of COVID-19, in order to continue delivering great customer experience.

About the speaker

Moses Duma is the Head of Group Customer Experience Strategy and Governance at Old Mutual Group Ltd. 

He is a seasoned Strategist and Customer Experience professional with over 15 years of experience in developing and executing strategies in Africa across industries - Mining, Energy and Power; and Financial Services. Eight years of which have been spent developing and executing Customer Experience Strategies in the Financial Services industry, across multiple brands and geographies in Africa. 

At Old Mutual, Moses is responsible for driving the development, adoption and execution of a single Customer Experience vision and strategy across 13 countries and multiple brands, which make up Old Mutual Group. 

Moses has an MBA from University of Stellenbosch, a Hons Degree in Psychology, and a number of certificates in strategy, people management, risk management and customer experience. 

Moses is also a certified scrum master who believes in the use of agile methodologies in driving agility and responsiveness in customer experience.