CX Specialist

Humankind Group; Stellenbosch; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A forward-thinking company in Stellenbosch seeks a Client Experience (CX) Specialist I. In this role, you will leverage insights to shape client interactions, conduct research on trends, and ensure excellence in client journeys. The ideal candidate has 4–6 years of relevant experience and expertise in design thinking and data analysis. Join us and make a meaningful impact in redefining client experiences.

Benefits

Access benefits for well-being and growth.

Collaborate with forward-thinking professionals.

Opportunities for skill development.

Qualifications

• 4–6 years in a Client Experience, UX/CX Design, Service Design or Research role.
• Demonstrated experience applying CX principles and journey mapping.
• Proven track record in developing and optimizing CX strategies and frameworks.

Responsibilities

• Conduct research on CX trends and best practices.
• Design and implement voice of the client (VoC) programs.
• Develop testing methodologies to assess experience quality.

Skills

Design Thinking & Service Design principles

Strong data analysis and interpretation skills

Workshop facilitation and stakeholder engagement

Excellent planning, problem-solving, and communication skills

Understanding of client behaviour

Education

Relevant tertiary qualification (e.g., Business, Design, Psychology, Marketing)

Job description

Job Title: Client Experience (CX) Specialist I

Location: Stellenbosch

Type: Full-Time

Help Us Redefine the Future of Client Experience

We’re looking for a passionate and experienced Client Experience (CX) Specialist I to help us shape the way clients interact with our brand. If you're driven by insights, inspired by design, and motivated by delivering real impact — this is the opportunity for you.

You’ll join a purpose-led team committed to building meaningful, simplified, and human-centered client experiences. Together, we’re creating products and services that not only meet client needs but exceed expectations across every touchpoint.

Why Join Us?

• Work with forward-thinking professionals who value collaboration, innovation, and purpose.
• Make a real difference by influencing how clients experience our services, every day.
• Grow your skills in a culture that champions ownership, initiative, and learning.
• Access benefits designed to support your well-being, performance, and growth.

About the Role

As a CX Specialist, you’ll bring your subject matter expertise and research skills to drive CX excellence across the product development lifecycle. You’ll be responsible for crafting end-to-end solutions using design thinking, client insights, and strategic journey design — ensuring all experiences align with business goals, brand values, and evolving client needs.

Key Responsibilities

Client Insights & Research

• Conduct research on CX trends and best practices.
• Design and implement voice of the client (VoC) programs to uncover needs, pain points, and preferences.
• Apply data analysis and research methodologies to drive actionable insights.

Client Journey Mapping & Design

• Represent the voice of the client in strategic and tactical initiatives.
• Translate business challenges into client-centered problem statements and design specifications.
• Facilitate workshops and collaborate across teams to co-create impactful client journeys.

CX Standards & Advocacy

• Promote CX principles, guidelines, and brand standards across the organization.
• Guide junior specialists (where relevant) and ensure alignment with CX best practices.
• Share insights and frameworks to uplift the organization’s overall CX capability.

Measurement & Experience Testing

• Develop testing methodologies and data collection strategies to assess experience quality.
• Collaborate with internal teams to integrate feedback and drive continuous improvement.
• Deliver analytical insights that identify performance gaps and opportunity areas.

What You’ll Need to Succeed

Experience:

• 4–6 years in a Client Experience, UX/CX Design, Service Design or Research role
• Demonstrated experience applying CX principles and journey mapping
• Proven track record in developing and optimizing CX strategies and frameworks

Qualifications:

• Relevant tertiary qualification (e.g., Business, Design, Psychology, Marketing, etc.)

Knowledge & Skills:

• Design Thinking & Service Design principles
• Research methodologies and behavioural insights
• Strong data analysis and interpretation skills
• Workshop facilitation and stakeholder engagement
• Excellent planning, problem-solving, and communication skills
• Understanding of client behaviour, consumer psychology, and experience measurement

Ready to Join Us?

If you’re excited about driving change, shaping experiences, and making a meaningful impact — we’d love to hear from you.

Apply now and help us build the future of client experience.