Senior CX Strategy Lead - Client Experience

Capitec; Stellenbosch; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Capitec is seeking a senior CX leader to operationalise and deliver holistic client experiences across branches, BSC, digital, and insights. You will synthesise multi-stakeholder input and mentor CX specialists to implement best CX practices aligned with business strategies.

In this role, you own end-to-end CX across allocated channels, providing technical leadership from conceptualisation to execution. You will leverage Voice of Client insights to refine experiences and influence ongoing

Qualifications

• 6+ years in a client experience environment.
• Proven leadership experience within a CX environment.
• Proven experience in developing, maintaining and enhancing CX principles and standards.
• Multi-client journey and process mapping.
• Ideal: Capitec bank experience.

Responsibilities

• Lead operationalisation and delivery of CX strategy across channels.
• Provide mentorship to CX specialists and act as voice of the client.
• Influence executive decisions using client insights and behavioural data.

Skills

Analytical Skills

Attention to Detail

Communications Skills

Planning & Organisation

Problem Solving

Education

Relevant tertiary qualification in Industrial Engineering or Business Management

Job description

Capitec is seeking a senior CX leader to operationalise and deliver holistic client experiences across branches, BSC, digital, and insights. You will synthesise multi-stakeholder input and mentor CX specialists to implement best CX practices aligned with business strategies.

In this role, you own end-to-end CX across allocated channels, providing technical leadership from conceptualisation to execution. You will leverage Voice of Client insights to refine experiences and influence ongoing