CX Lead

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above finalize your application by clicking apply below

• To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists.
• Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies.
• Providing technical leadership during the client experience design process, from conceptualisation to execution, using measurement and Voice of Client insights to influence ongoing refinement.

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 and process mapping

Ideal:

• Capitec bank experience

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Consumer psychology / Behavioural psychology
• Design Thinking experience and application
• Commercial insights relating to CX

Ideal:

• Business case development
• Strategy development

• Analytical Skills
• Attention to Detail
• Communications Skills
• Planning, organising and coordination skills
• Problem solving skills

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.