CX Lead

About the role

Capitec Bank is seeking a CX Lead to drive the operationalisation and delivery of its client‑experience strategy across multiple channels. You will own the end‑to‑end CX journey, mentor specialists and ensure a holistic, high‑quality experience for all customers.

Key responsibilities

• Lead the end‑to‑end delivery and operationalisation of the CX strategy for allocated channels (Branch, BSC, Digital, Insights).
• Synthesise multi‑stakeholder input and provide mentorship to CX specialists.
• Act as the “voice of the client”, using measurement and Voice of Client insights to influence business decisions.
• Provide technical leadership throughout the client‑experience design process, from concept to execution.
• Ensure consistent, high‑quality client experiences across all touchpoints.

Required profile

• Minimum 6 years of experience in a client‑experience environment.
• Proven leadership experience within CX, including development and maintenance of CX principles and standards.
• Relevant tertiary qualification in Industrial Engineering or Business Management.
• Clear criminal and credit record.

Required skills

• Knowledge of client‑experience principles and service‑design practices.
• Experience with research methodologies and data‑analysis techniques.
• Facilitation and stakeholder‑management capabilities.
• Understanding of consumer/behavioural psychology and design‑thinking application.

What we offer

• Opportunity to shape the client experience for a leading South African retail bank.
• Senior‑level influence with executive stakeholders.
• Dynamic, collaborative work environment.