Lead: Client Experience (CX)

About this role

Capitec is looking for a Lead: Client Experience (CX) to work from its Stellenbosch base. The role drives client-focused change across the business, using client insights to guide better products, processes and service.

What you’ll do

• Study client, business and operational data to spot where things can improve, and turn both numbers and client feedback into clear recommendations.
• Lead Voice of Client initiatives and make sure client feedback shapes strategic decisions.
• Lead and facilitate client journey mapping, and redesign end-to-end experiences across channels and products.
• Apply service design thinking, including service blueprints, to improve products, processes and client interactions.
• Work with product, digital, operations and business teams to put client-centred solutions into practice.
• Run workshops and discovery sessions, and present findings and recommendations to senior leaders and executive teams.
• Coach colleagues and build client-centred thinking across the organisation.

What you need

• A relevant tertiary qualification in Industrial Engineering or Business Management.
• 6+ years’ experience in Client Experience, Service Design, Client Insights or a closely related discipline.
• Proven experience facilitating client journey mapping.
• Experience turning client and business insights into practical recommendations.
• Experience engaging senior stakeholders and leading cross-functional discussions.
• Exposure to service design methods and client-centred problem solving.
• Knowledge of client experience principles, service design, research methods and data analysis.
• Knowledge of facilitation, stakeholder management, consumer or behavioural psychology, and design thinking.
• Knowledge of commercial insights relating to CX.
• Advantageous: business case development and strategy development.
• Strong analytical skills, attention to detail, communication, planning and coordination, and problem solving.
• A clear criminal and credit record.

Is this job for you?

This role suits an experienced CX professional who likes to challenge thinking and solve problems with clients in mind. You should be comfortable running complex projects, influencing senior people and leading change across several teams.

Tips before you apply

• Have your qualification certificate and a clear record of your years in CX or service design ready.
• Show two or three journey mapping or service design projects on your CV, with your role, the methods you used and the result.
• Give examples of times you presented recommendations to senior leaders, so the panel can see your influence.

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