Senior CX Lead: Transform Client Journeys & Insights

Capitec Bank Ltd.; Stellenbosch; Sur place; ZAR 900 000 - 1 400 000; Plein temps

Résumé du poste

Capitec Bank Ltd. seeks an experienced Client Experience Lead to drive client-centric transformation across the organisation.

The role requires translating client insights into meaningful business improvements while influencing stakeholders across functions. You will guide client journey mapping, service design, and Voice of Client programmes, working with product, digital, and operations to deliver seamless customer experiences.

Qualifications

• Client Experience principles and practices
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Design Thinking experience and application
• Commercial insights relating to CX

Responsabilités

• Analyse client data to identify opportunities for improvement.
• Translate insights into actionable recommendations.
• Lead client journey mapping and optimise experiences.
• Collaborate with product, digital, operations to implement CX solutions.
• Facilitate workshops and present recommendations to leadership.
• Champion client-centric thinking across the organisation.

Connaissances

Analytical

Attention to detail

Communication

Planning & coordination

Formation

Industrial Engineering or Business Management

Description du poste

Capitec Bank Ltd. seeks an experienced Client Experience Lead to drive client-centric transformation across the organisation.

The role requires translating client insights into meaningful business improvements while influencing stakeholders across functions. You will guide client journey mapping, service design, and Voice of Client programmes, working with product, digital, and operations to deliver seamless customer experiences.