Client Experience (CX) Specialist II

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 building 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 Client Experience Specialist, you will provide an exceptional client experience (CX) for Capitec Clients by independently managing activities across the entire CX spectrum. You will leverage deep subject matter expertise and research insights to shape and incorporate CX standards into the product development lifecycle while actively employing Design Thinking principles. This role requires working independently and taking responsibility for decision-making and the complete delivery (including insights, design, measurement, and experience testing) of complex CX solutions, ensuring alignment with business, product, and CX strategies, as well as core brand values.

Key Performance Areas:

• Client Experience Principles and Practices: Understanding and applying core CX principles to enhance client interactions.
• Service Design Principles: Implementing service design strategies to optimize client services.
• Research Methodologies and Application: Conducting and applying research to inform CX strategies.
• Data Analysis and Measurement Methodologies: Utilizing data analysis to measure and improve client experiences.
• Facilitation and Stakeholder Management: Leading facilitation efforts and managing relationships with key stakeholders.
• Design Thinking Principles: Applying Design Thinking to innovate and improve client solutions.
• Consumer Psychology / Behavioral Psychology: Understanding consumer behavior to drive CX improvements.

Experience

Minimum:

• 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

Ideal:

• Capitec bank experience

Our Ideal Candidate Has:

• 6+ Years in a Client Experience Environment: Proven experience in a similar role.
• Proven Experience in Applying CX Principles: Demonstrated ability to implement and enhance CX principles.
• Proven Experience in Developing, Maintaining, and Enhancing CX Elements: Experience in improving and sustaining CX components.
• Client Journey and Process Mapping: Skills in mapping client journeys and processes to enhance client experiences.

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