CX Lead

About the role

Capitec Bank is seeking a CX Lead to own the design, delivery and continuous improvement of client experiences across Fraud and Anti‑Money Laundering journeys. The role blends service design, behavioural insight and risk‑aware CX to ensure interactions are secure, compliant, empathetic and seamless, especially in high‑risk scenarios.

Key responsibilities

• Lead the operationalisation of CX strategy within Fraud & AML environments.
• Define and embed CX standards that balance client empathy with regulatory and fraud risk requirements.
• Own and design end‑to‑end client journeys from awareness and prevention through investigation and resolution.
• Facilitate design‑thinking processes to create client‑centric, risk‑aware solutions.
• Apply service‑design methodologies and integrate behavioural psychology principles into client communications.
• Leverage Voice of Client and data insights to continuously refine experiences.
• Define and track CX performance metrics, particularly for high‑risk journeys.
• Act as the central CX lead across multiple business units, aligning product, risk, operations and compliance stakeholders.
• Provide thought leadership, mentorship to CX practitioners and champion a client‑first culture.

Required profile

• 6+ years experience in Client Experience, Service Design or CX strategy roles.
• Proven experience leading complex journey design and CX delivery.
• Strong service‑design and journey‑mapping expertise.
• Experience working with data, research and CX measurement frameworks.
• Strong stakeholder management across multiple business units.
• Exposure to Fraud, AML, Financial Crime or risk environments is a strong advantage.
• Background in banking, fintech or regulated industries.
• Relevant tertiary qualification in Industrial Engineering or Business Management.