Lead: Client Experience (CX)

Job description

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