Customer Experience Specialist

FNB South Africa; Johannesburg; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in the banking sector is seeking a Customer Experience Specialist to enhance customer journeys across various channels. The ideal candidate will have a strong background in strategic thinking and stakeholder management, with a focus on innovative solutions. Join a dynamic team dedicated to improving customer experiences and driving business success.

Benefits

Opportunities to innovate

Challenging working environment

Networking opportunities

Qualifications

• 2-5 years of experience in customer journey experience.
• Understanding internal policies and processes.

Responsibilities

• Lead CX projects from ideation to implementation.
• Design processes aligned with business objectives.
• Collaborate across departments for innovative CX solutions.

Skills

Strategic Thinking

Stakeholder Management

Change Management

Education

Matric Certificate

Diploma/Degree in Business

Job description

Job Description

Hello Future Customer Experience Specialist

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

As part of our talent team in WB Ecosystems, the Customer Experience Specialist role is to provide expertise, advice, and to formulate/document the customer journey experience across the business. This involves interacting with customers across channels, products, segments, and platforms to understand customer needs, behaviors, and expectations. The goal is to provide strategic insights to the business to ensure informed decisions are made and to enhance the customer journey.

Are You Someone Who Can

1. Lead projects at all stages in the CX ideation/discovery, design, and implementation related to BDLC.
2. Design for successful customer outcomes.
3. Reframe the way we think about customers, focusing on current and future moments of truth.
4. Create SCOCs, customer journeys, etc.
5. Influence overall CX strategy to solve business problems and meet the triple crown.
6. Design processes and standards aligned with business objectives and customer needs.
7. Pioneer problem solving, efficiencies, and future thinking.
8. Successfully implement new processes, technologies, or services that significantly enhance the customer journey.
9. Collaborate effectively across departments to develop and execute innovative CX solutions.
10. Drive assessments to improve the maturity scale of CX, ensuring it is fully integrated into the business strategy with clear alignment to business goals.
11. Scale CX across WesBank to embed a customer-first mindset throughout the organization, influencing decision-making.

You Will Be An Ideal Candidate If You

1. Hold a minimum qualification of Matric certificate or equivalent.
2. Preferably have a Diploma/Degree in business, marketing, communications, or a related field.
3. Have 2-5 years of experience in the role, with key understanding of formulating/documenting the customer journey experience.
4. Possess additional skills such as understanding internal policies and processes, strategic thinking, stakeholder management, and change management.

You Will Have Access To

1. Opportunities to network and collaborate.
2. A challenging working environment.
3. Opportunities to innovate.

We Can Be a Match If You Are

1. Adaptable and curious.
2. Able to analyze complex data sets.
3. Thrive in a collaborative environment.

Apply now if you are interested in taking the next step. We look forward to engaging with you!

WesBank respects your privacy and will process your information in accordance with our privacy notice. Please visit our website for details.

Job Details

Note: Applications will not be accepted after 13/05/25. Please submit your application before the closing date.

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. Candidates may disclose disability information voluntarily; it will be kept confidential unless required by law.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Banking