Nedbank Loyalty Program

I worked with a team of Product Specialists to deliver new features and capability enhancements for the bank’s multi-level Customer Loyalty Programme, designed to improve customer spending, savings behaviour and long-term engagement.

When I joined, only Level 1 of the programme had been released. I helped accelerate delivery of Levels 2, 3 and 4, each introducing progressively richer benefits, promotions and behavioural incentives. My role involved coordinating feature definition, backlog prioritisation, stakeholder alignment and cross-functional delivery to ensure each release added measurable value for customers.

This programme operated with a budget of approximately £4M and required close collaboration with a German vendor supplying a “black-box” rewards engine, along with numerous Nedbank system interfaces. I oversaw the alignment of technical flows, data inputs, reward logic and touchpoints across channels to ensure all systems could consume and display loyalty values consistently to customers.

A significant part of my mandate was revitalising a team that felt stuck in a repetitive delivery cycle. I re-energised the team by clarifying objectives, rebuilding delivery rhythms, reinforcing foundational Agile practices and helping the group reconnect with the purpose and customer value behind the programme.

Through structured coordination, improved team engagement and refined delivery processes, we successfully progressed the multi-level loyalty enhancements and strengthened the programme’s ability to drive meaningful customer behaviour change.