Lead: Client Experience (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