Lead: Client Experience (CX)

Capitec Bank Ltd; Sandton; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Capitec Bank Ltd. is seeking a seasoned Customer Experience leader to design and evaluate client journeys across Capitec Business Bank channels.

You will own CX outcomes for assigned products, align with business strategy, and champion CX across the design process with leadership and insights. Ideal candidates have 6+ years in CX, experience leading initiatives, and a background in industrial engineering or business management.

Qualifications

• Client Experience Principles and Practices
• Journey and Persona Design
• Research and Insights Methodologies
• Data Analysis & CX Measurement
• Facilitation and Stakeholder Management
• Design Thinking Experience

Responsibilities

• Design and evaluate the client experience across various touchpoints at Capitec Business Bank, with a focus on enhancing client interfaces and optimizing their journeys.
• Take ownership of CX aspects for assigned channels and products, ensuring alignment with business and product strategies.
• Champion the CX aspects of the design process with thought leadership in the discipline and competence of CX, applying insights to continuously improve the desired client experience.

Skills

Analytical skills

Attention to Detail

Communications Skills

Planning

Organising and coordination

Education

Industrial Engineering or Business Management

Job description

Select how often (in days) to receive an alert:

• Design and evaluate the client experience across various touchpoints at Capitec Business Bank, with a focus on enhancing client interfaces and optimizing their journeys.
• Take ownership of CX aspects for assigned channels and products, ensuring alignment with business and product strategies.
• Champion the CX aspects of the design process with thought leadership in the discipline and competence of CX, applying insights to continuously improve the desired client experience.

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 design and cross-functional collaboration
• CX expert skilled in engineering optimal experiences for our clients.

Ideal:

• Banking experience

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

• Client Experience Principles and Practices
• Journey and Persona Design
• Research and Insights Methodologies
• Data Analysis & CX Measurement
• Facilitation and Stakeholder Management
• Design Thinking Experience

Skills

• Analytical skills
• Communications skills
• Strategic thinking
• Planning, organising and coordination skills

Skills

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

Capitec Bank is an authorised financial services provider (FSP 46669) and registered credit provider (NCRCP13). Capitec Bank Limited Reg. No: 1980/003695/06