Lead: Client Experience (CX)

About the role

Capitec Bank is looking for an experienced Client Experience (CX) Lead to drive client-centric transformation across the organisation. The role suits a versatile CX professional with experience in client insights, end-to-end journey mapping, service design and workshop facilitation, who can turn client insights into business improvements and influence stakeholders across functions.

Key responsibilities

• Analyse client, business and operational insights and turn qualitative and quantitative data into actionable recommendations
• Drive Voice of Client initiatives so client feedback informs strategy, and identify pain points and emerging experience trends
• Lead client journey mapping, design and optimise end-to-end client experiences across channels and products, and fix friction points and service gaps
• Apply service design thinking and use service blueprints to improve products, processes and client interactions
• Work with product, digital, operations and business teams to implement client-centric solutions
• Facilitate workshops and discovery sessions, present findings to senior leadership and build trusted relationships across functions
• Champion client-centric thinking, coach and advocate for CX value and maturity, and contribute to the CX operating model

Required profile

• 6+ years in Client Experience, Service Design, Client Insights or a related discipline
• Demonstrated experience facilitating client journey mapping and interpreting insights into recommendations
• Experience engaging with senior stakeholders and cross-functional discussion
• Relevant tertiary qualification in Industrial Engineering or Business Management
• Clear criminal and credit record

Required skills

• Client experience principles and service design principles
• Research and data analysis methods, and facilitation and stakeholder management
• Ideal: design thinking, consumer psychology, commercial insights, business case and strategy development
• Analytical, attention to detail, communication, planning and problem-solving skills