Nkululeko Malepa
@nkululekomalepa
CCM Specialist and customer-journey orchestration developer delivering compliant, data-driven communications across banking and insurance.
South AfricaWhat I'm looking for
I’m a CCM Specialist and Customer Journey Orchestration Developer with 14+ years of experience building and migrating customer communications in banking and insurance. I focus on turning complex data and regulatory requirements into accurate, compliant, customer-ready outputs across PDF, email, print, and digital channels.
In my current role, I lead CCM development and migration activities across GhostDraft and Thunderhead environments for insurance customer communications. I develop GhostDraft Studio/Workbench assets—templates, mappings, reusable content, conditional logic, bookmarks, and workflow configuration—and I integrate document outputs with Guidewire PolicyCenter/ClaimCenter data structures and enterprise document generation services.
I’ve repeatedly delivered governed, reliable change from migration to production support. I resolve testing and production defects (missing data, XML schema order, mapping failures, conditional rendering, formatting, and output discrepancies) and I create deployment guides, runbooks, technical documentation, and governance standards to keep releases repeatable and stable.
I’m also motivated by crafting better customer journeys, from digital navigation patterns to interactive transactional experiences. I designed orchestration frameworks (including hyperlinks, anchor tags, tab iterations, structured XML, and customer lifecycle rules) and contributed to AI-driven, behaviorally adaptive statement templates using data-driven personalization and interactive communication design.
Experience
Work history, roles, and key accomplishments
Thunderhead to GhostDraft Migration
Santam
Jan 2023 - Present (3 years 6 months)
Developed and migrated complex insurance communications from Thunderhead to GhostDraft across Personal Lines and Commercial/SmartSME products. Built GhostDraft templates and mappings using XML/XSD-driven logic and supported regulated outputs including policy wordings and cancellation letters.
CCM Specialist & Journey Dev
Santam
Jan 2021 - Present (5 years 6 months)
Lead CCM development and migration activities across GhostDraft and Thunderhead environments for insurance customer communications. Develop document templates/mappings, integrate with Guidewire PolicyCenter/ClaimCenter data structures, and implement POPIA-aligned security improvements while supporting regulated production releases.
SmartSME CCM Journey Framework
Santam
Jan 2022 - Jan 2023 (1 year)
Designed digital navigation and orchestration patterns for small business policyholders to improve access to policy data and document journeys. Embedded orchestration logic using hyperlinks, anchor tags, tab iterations, structured XML, and customer lifecycle rules.
CCM & Customer Experience Dev
African Bank
Jan 2011 - Jan 2021 (10 years)
Designed and maintained transactional, regulatory, and journey-based customer communications across banking channels using Thunderhead NOW. Developed reusable CCM templates and personalized statements, integrating CCM solutions with external platforms and internal data services to support consistent customer experiences.
AI-Driven Interactive Statement
African Bank
Jan 2016 - Jan 2019 (3 years)
Built a personalized, behaviorally adaptive transactional statement template using AI concepts and cursor analytics to optimize customer journeys. Contributed to improved retention through data-driven personalization and interactive communication design.
Education
Degrees, certifications, and relevant coursework
ISC2
ISC2 Cybersecurity Candidate Certification, Cybersecurity
2025 -
Completed an ISC2 cybersecurity candidate certification in 2025.
Cisco
Cisco Cybersecurity Certification (Ethical Hacker), Cybersecurity
2025 -
Completed a Cisco cybersecurity certification (Ethical Hacker) in 2025.
Wits University
IT Management for CIOs, IT Management
2024 -
Completed a programme in IT Management for CIOs at Wits University in 2024.
Generative AI & Introduction to LLMs, Generative AI
2023 -
Completed Generative AI and Introduction to LLMs in 2023.
University of Johannesburg
Certificate in AI in the 4IR, Artificial Intelligence
2023 -
Completed a Certificate in AI in the 4IR at the University of Johannesburg in 2023.
BANK SETA
Diploma in Artificial Intelligence (NQF Level 6), Artificial Intelligence
2021 -
Completed a Diploma in Artificial Intelligence (NQF Level 6) through BANK SETA in 2021.
IT Automation with Python, IT Automation
2020 -
Completed IT Automation with Python in 2020.
Think Agile
Scrum Fundamentals, Agile Project Management
2020 -
Completed Scrum Fundamentals through Think Agile in 2020.
GhostDraft
GhostDraft Studio & Mapping Certification, Customer Communications Management (CCM)
Completed GhostDraft Studio and GhostDraft mapping certification.
University of Michigan
UI/UX Specialization, UI/UX
2020 -
Completed a UI/UX specialization from the University of Michigan in 2020.
Availability
Location
South AfricaAuthorized to work in
Job categories
Skills
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