Client Experience Specialist vacancy at Capitec

Capitec Bank is recruiting and accepting applications for the Client Experience Specialist vacancy.

As a CX Specialist, you will 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 will 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 to provide operational input towards the development and implementation of CX standards.
• Promote CX brand standards during interactions with stakeholders.
• Ensure junior specialists adhere to CX standards where relevant.

Client insights
• Conduct research on CX trends and best practices to contribute towards the formulation of CX standards and strategies.
• Work with Leads to develop a framework and voice of client (VoC) programme that enables insights into client experiences, journeys, and interactions.
• Assume responsibility for the design and implementation of methodologies for the collection of client insights.
• Conduct research on client needs to inform and enhance CX solutions.
• Share knowledge with stakeholders to enhance overall CX capability in Capitec.
• Engage with stakeholders to understand business problems.
• Represent the voice of the client and translate business problems into problem statements and CX solutions.
• Design 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 and impactful client journeys in line with business strategies.
• Support the Lead with compiling CX related reporting.

Measurement and experience testing
• Execute data selection methodologies to gather information ensuring a deep understanding of clients experiences.
• Deliver analytical insights that identify client and market trends, service gaps, and product gaps.
• Develop data collection strategies with other Departments within Capitec (e.g., call centre, social media).

Qualifications (Minimum)
• A relevant tertiary qualification

Knowledge
• Client Experience principles and practices
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Design Thinking principles
• 4-6 years in a Client Experience Environment
• Proven experience in applying CX principles
• Proven experience in developing and enhancing CX elements
• Client journey and process mapping

Skills
• Analytical Skills
• Attention to Detail
• Communication Skills
• Planning, organizing, and coordination skills