Client Experience Lead (CX)

Purpose Statement

- 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

- Service Design Principles

- Research and Insights Methodologies

- Data Analysis & CX Measurement

- Facilitation and Stakeholder Management

- Behavioural Psychology

- Design Thinking Experience

Skills

- Analytical skills

- Problem solving skills

- Attention to detail

- Communications skills

- Adaptability

- Strategic thinking

- Collaboration

- Planning, organising and coordination skills

Skills

- Analytical Skills
- Attention to Detail
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills

Conditions of Employment

- Clear criminal and credit record