Client Experience (CX) Specialist

Join Us in Becoming the Best Banking Group in the World!!

We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.

Who We Are

We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.

Why choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.

About the role

As a CX Specialist, you will get to leverage your deep subject matter expertise and research to shape the integration of CX standards within the product development lifecycle, applying Design Thinking principles along the way. You'll work independently, making decisions and taking ownership of end-to-end delivery—including insights, design, measurement, and experience testing—of complex CX solutions. These efforts will align with business objectives, product and CX strategies, and core brand principles.

Key Performance Areas:

Promote CX and brand standards

• Work with Leads and Management and provide operational input towards the development and implementation of CX standards.
• Promote CX brand standards during interactions with stakeholders.
• Where relevant, ensure junior specialists adhere to CX standards.

Client insights

• Conduct research on CX trends and best practice to contribute towards the formulation of CX standards and strategies.
• Work with Leads and apply experience and subject matter expertise to develop a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.
• Assume end-to-end responsibility for the design and implementation of diverse methodologies for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
• Conduct research on client needs to inform and enhance CX solutions.
• Share knowledge with stakeholders and team members to enhance the overall CX capability in Capitec.

Client journey design

• Engage with stakeholders and gain an understanding of business problems.
• Represent the voice of the client, and translate business problems and requirements into problem statements, research specifications and CX solutions.
• Assume ownership for designing CX elements for tactical and strategic projects during the Design Thinking cycle.
• Incorporate insights from CX data and identify enhancement opportunities in products and services.
• Design cohesive, impactful and functional client journeys in line with business strategies and technical specifications.
• Facilitate Client Journey design workshops.
• Support the Lead with compiling CX related reporting.

Measurement and experience testing

• Independently execute data selection methodologies and initiatives to effectively gather information that ensures a deep understanding of clients’ experiences in relation to their expectations.
• Responsible for delivering analytical insights that identifies client and market trends, what is being done well, where the service or product gaps are.
• Develop and contract data collection strategies with other Departments within Capitec e.g., call centre, social media.

Qualifications (Minimum)

• A relevant tertiary qualification

Knowledge

Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Design Thinking principles
• Consumer psychology / Behavioural psychology

Ideal:

• Commercial insights relating to CX

Experience

Minimum

• 4-6 years in a Client Experience Environment
• Proven experience in applying CX principles
• Proven experience in developing, maintaining and enhancing CX elements.
• Client journey and process mapping

Skills

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

If you are interested in being part of this dynamic team, on a mission to build the best financial services group in the world through unlocking the potential of its people, please apply. We would love to hear from you!

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

Conditions of Employment: Clear criminal and credit record