Lead: Client Experience (CX) (Sandton)

About the role

Capitec is hiring a Lead: Client Experience (CX), based in Sandton. 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.

Responsibilities

• Ideal
• Banking experience

Requirements

• 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.
• 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