CX Design Specialist

FirstRand Bank Limited; Johannesburg; On-site; ZAR 600 000 - 900 000; Full time

Job summary

FirstRand Bank Limited is seeking a CX Design Specialist to enhance customer journeys across various channels. The ideal candidate will have over 5 years of experience and a related CX qualification, focusing on research analysis and customer experience excellence. Join a dynamic team dedicated to innovation and collaboration.

Benefits

Opportunities to network and collaborate

Opportunities to innovate

Qualifications

• Over 5 years' experience in a similar role.
• Strong communication and interpersonal skills.
• Able to work under pressure.

Responsibilities

• Provide expertise and document customer journey experience.
• Perform research analysis for informed decision making.
• Ensure consistent customer experience across all touchpoints.

Skills

Communication

Interpersonal Skills

Research Analysis

Customer Journey Mapping

CX Methodologies

Education

Related CX qualification and accreditation

Job description

Hello Future CX Design Specialist at FNB NAV

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Overview of the role and requirements :

• To provide expertise, advice and formulate / document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviors and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.
• The successful candidate will be mapping customer journeys
• Understand CX methodologies

You will be responsible for :

• Perform research analysis to be able to provide relevant, accurate and timely information for informed decision making to enhance the customer experience.
• Manages risks in own area of responsibility.
• Develop, encourage and nurture collaborative relationships across area of specialisation.
• Participate in planned activities that are appropriate for own development.
• Build working relationships across teams and functional lines to enhance work delivery, collaboration and innovation.
• Creates solutions to meet customer demands to deliver internal and external customer service excellence through adherence to quality service standards.
• Deliver customer experience excellence in own service delivery aligned to Organisational values and service standards.
• Control expenditure and identify process improvements to contain and reduce costs.
• Compile reports that track progress and guide business to make informed decisions.
• Ensure that business has a smooth, unfragmented and consistent customer experience across all touchpoints and interfaces at all stages of the customer journey.

What you will need :

• Over 5 years' experience in a similar role
• Related CX qualification and accreditation

We can be a match if you can :

• Strong communication and interpersonal skills.
• Able to work under pressure
• Effective written and verbal communication skills

You will have access to :

• Opportunities to network and collaborate.
• Opportunities to innovate.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

14 / 11 / 24

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

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