CX Lead

Capitec; Stellenbosch; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Capitec is seeking a senior CX leader to operationalise and deliver holistic client experiences across branches, BSC, digital, and insights. You will synthesise multi-stakeholder input and mentor CX specialists to implement best CX practices aligned with business strategies.

In this role, you own end-to-end CX across allocated channels, providing technical leadership from conceptualisation to execution. You will leverage Voice of Client insights to refine experiences and influence ongoing

Qualifications

• 6+ years in a client experience environment.
• Proven leadership experience within a CX environment.
• Proven experience in developing, maintaining and enhancing CX principles and standards.
• Multi-client journey and process mapping.
• Ideal: Capitec bank experience.

Responsibilities

• Lead operationalisation and delivery of CX strategy across channels.
• Provide mentorship to CX specialists and act as voice of the client.
• Influence executive decisions using client insights and behavioural data.

Skills

Analytical Skills

Attention to Detail

Communications Skills

Planning & Organisation

Problem Solving

Education

Relevant tertiary qualification in Industrial Engineering or Business Management

Job description

• To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists.
• Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies.
• Providing technical leadership during the client experience design process, from conceptualisation to execution, using measurement and Voice of Client insights to influence ongoing refinement.

Job description:

Purpose Statement

• To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists.
• Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies.
• Providing technical leadership during the client experience design process, from conceptualisation to execution, using measurement and Voice of Client insights to influence ongoing refinement.

Experience

Minimum:

• 6+ years in a Client Experience Environment
• Proven experience in taking on leadership roles within a CX environment.
• Proven experience in developing, maintaining and enhancing CX principles and standards.
• Multi-client journey and process mapping

Ideal:

• Capitec bank experience

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Consumer psychology / Behavioural psychology
• Design Thinking experience and application
• Commercial insights relating to CX

Ideal:

• Business case development
• Strategy development

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Planning, organising and coordination skills
• Problem solving skills

Conditions of Employment

• Clear criminal and credit record

Profile description

• Lead the end-to-end delivery and operationalisation of CX strategy, ensuring consistent, high-quality client experiences across channels
• Act as the “voice of the client”, influencing business decisions with insights into client needs, behaviours, and pain points
• Serve as a senior CX expert and trusted advisor to stakeholders, capable of operating independently and engaging at executive level