Lead: Client Experience (CX)

About this role

Capitec Business Bank is hiring a Client Experience lead based in Sandton. You will shape how business clients experience the bank across its touchpoints, from digital interfaces to the full client journey.

What you’ll do

• Design and evaluate the client experience across the different touchpoints of Capitec Business Bank.
• Improve client interfaces and make client journeys simpler and more effective.
• Own the client experience for your assigned channels and products, in line with business and product strategy.
• Lead the CX side of the design process and bring fresh thinking to the discipline.
• Use research, insights and data to keep improving the client experience.
• Work with teams across the business to design multi-client journeys.

What you need

• A relevant tertiary qualification in Industrial Engineering or Business Management.
• 6+ years of experience in a client experience environment.
• Proven experience leading in a CX environment.
• Proven experience developing, maintaining and improving CX principles and standards.
• Experience designing multi-client journeys and working across functions.
• Knowledge of client experience principles and practices, journey and persona design, and service design principles.
• Knowledge of research and insight methods, data analysis and CX measurement.
• Skills in facilitation and stakeholder management, plus an understanding of behavioural psychology and design thinking.
• Strong analytical, problem-solving and communication skills, with attention to detail.
• Good planning, organising and coordination skills, and strategic thinking.
• Banking experience is advantageous.
• A tertiary qualification in a related field is preferred, beyond the minimum requirement.
• A clear criminal and credit record is a condition of employment.

Is this job for you?

This role suits an experienced CX professional who likes to lead and who can turn research and data into better client journeys. You should enjoy working with stakeholders across a business and be comfortable making decisions on how a client experience should work.

Tips before you apply

• Have your qualification certificates and a list of your CX projects ready, with dates and your role in each.
• Show your 6+ years of CX experience clearly on your CV. Name the channels, products and client journeys you have worked on.
• Give examples of how you used data or client research to make a measurable improvement.