CAPITEC Bank Is Hiring: Specialist: Client Experience Delivery – South Africa

Closing Date: Not Specified

Purpose Statement

To design and continuously improve client journeys across the relevant client landscape

To develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of the client insights thereby creating the knowledge necessary to build, optimise and improve client experience.

To provide clear and comprehensive understanding of client needs and experience based on applied research methodologies
To derive and effectively communicate client-centrered recommendations that influence the design of products and services


5+ years of CX design experience in digital transformation initiatives

Experience or affinity with the following methodologies: Human Centred Design, Design Thinking; Client Journey Mapping, Voice of the ClientClient survey formulation and CX metric analysis

Use of technology, tools and data to support optimal client experiences

Use of insights to drive new ways of delivering enhanced client experiencesDigital client experience and collaboration/co-creation of platforms.Proven ability to drive results, influence others and lead cross-functional teams,Experience in facilitating discussions, fostering collaboration and creating a space for open dialog and constructive discussions.

Strong analytical skills: experienced in gathering and analysing complex product/ initiatives processes from data, and managing volumes of information. Ability to summarise and draw conclusions from information
Open, curious, willing to challenge the status quo and be the first advocate of our client’s experience.

Conceptualising and designing client experience strategy and frameworks
CX insights analysis and improvement implementation
Stakeholder and vendor management

Qualifications (Minimum)

Honours Degree in Industrial/Organisational Psychology

Qualifications (Ideal or Preferred)Masters Degree in Economic and Management Sciences or Change ManagementKnowledgeMinimum:

Marketing and client service principles and practices.Techniques and tools to identify and understand client behaviours,Human centered design research methodologies.Data analysis principles and methods.Facilitation and presentation techniques.Knowledge of project management and agile methodologies Ideal:

CX Design, Insights and Metric Anaysis, Client psychology/ behaviourIndustry recognised Client Experience accreditation


Problem solving skills
Analytical Skills
Interpersonal & Relationship management Skills
Facilitation Skills
Researching skills
Conditions of Employment
Clear criminal and credit record

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