Client Experience (CX) Specialist I – Capitec Bank Ltd

Client Experience (CX) Specialist I – Capitec Bank Ltd
Location: Sandton, Gauteng, South Africa
Company: Capitec Bank Ltd

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

At Capitec Bank, we are on a mission to be the best banking group in the world, and we need dynamic, passionate, and driven individuals to help us achieve this goal. We are looking for a Client Experience (CX) Specialist I to join our team in Sandton, Gauteng. If you have a passion for enhancing client experiences, applying Design Thinking principles, and working with cross-functional teams to integrate CX standards into product development, this role is perfect for you.

At Capitec, we believe that banking should be simple, accessible, and affordable. We enable our clients to take charge of their financial future by providing seamless, personalized banking experiences. This role will be instrumental in ensuring that our clients’ needs are at the core of everything we do.

Why Join Capitec?

• We foster an inclusive and diverse work environment.
• We prioritize the career growth and development of our employees.
• We encourage innovation, collaboration, and the use of cutting-edge CX methodologies.
• We offer competitive remuneration packages and exclusive employee benefits.
• We focus on creating meaningful, client-centered solutions.

About the Role

As a Client Experience (CX) Specialist, you will play a crucial role in developing and enhancing CX strategies. You will be responsible for promoting CX and brand standards, conducting research, leveraging insights to design client journeys, and implementing measurement and experience testing methodologies. Your goal will be to ensure superior customer experiences, aligning with our business objectives and core brand principles.

Key Responsibilities:

1. Promoting CX and Brand Standards

• Work closely with CX Leads and Management to implement and uphold CX standards.
• Ensure consistency in brand messaging and customer engagement strategies.
• Guide junior specialists in adhering to CX best practices.

2. Conducting Client Insights and Research

• Research CX trends and best practices to inform strategies.
• Develop frameworks for capturing the Voice of the Client (VoC).
• Design methodologies to collect qualitative and quantitative insights on client behaviors, preferences, and expectations.
• Analyze client interactions and identify opportunities for improvement.
• Share findings with stakeholders to enhance CX capabilities across the organization.

3. Client Journey Design

• Collaborate with key stakeholders to understand business problems and craft client-focused solutions.
• Represent the voice of the client by translating business requirements into CX strategies.
• Utilize Design Thinking principles to map and optimize client journeys.
• Use data-driven insights to identify and enhance product and service experiences.
• Organize and facilitate Client Journey Design workshops.
• Support CX Leads in reporting and performance tracking.

4. Measurement and Experience Testing

• Develop and implement strategies for gathering client feedback and analyzing market trends.
• Utilize analytical tools and methodologies to assess client satisfaction and experience quality.
• Partner with internal teams (e.g., call centers, social media teams) to collect relevant customer data.
• Identify gaps in service delivery and provide actionable recommendations for improvement.
• Ensure CX strategies align with Capitec’s business goals and customer-centric approach.

Qualifications and Experience

Minimum Requirements:

• A relevant tertiary qualification (e.g., Business, Marketing, Psychology, Research, or related fields).
• 4-6 years of experience in a Client Experience (CX) environment.
• Proven experience in applying CX principles and best practices.
• Demonstrated ability in client journey mapping and process optimization.
• Strong background in research methodologies and data analysis.
• Knowledge of Design Thinking principles.
• Familiarity with consumer psychology and behavioral psychology.

Ideal Requirements:

• Experience in developing, maintaining, and enhancing CX elements.
• Strong knowledge of commercial insights related to CX.
• Experience in stakeholder engagement and facilitation.
• Ability to translate customer insights into business recommendations.

Key Skills Required:

• Analytical and problem-solving skills – Ability to interpret data and extract valuable insights.
• Excellent communication skills – Ability to convey insights and strategies effectively.
• Attention to detail – Ensuring accuracy in CX analysis and implementation.
• Project management and organizational skills – Managing multiple initiatives simultaneously.
• Strong stakeholder management – Ability to collaborate with cross-functional teams.

Employee Value Proposition (EVP)

At Capitec, we prioritize our employees’ well-being and professional growth. When you join our team, you gain access to:

• Career Development Opportunities – Upskilling, training, and career advancement programs.
• Comprehensive Benefits Package – Including medical aid, retirement plans, and leave benefits.
• Flexible Work Arrangements – Hybrid work opportunities to promote work-life balance.
• Dynamic and Inclusive Work Environment – A diverse culture that values collaboration and innovation.

Diversity & Inclusion Commitment

Capitec is committed to diversity and employment equity. We strive to create a workplace that reflects the diverse communities we serve. All appointments will be made in line with our employment equity goals to ensure equal opportunity for all.

How to Apply

If you are a passionate CX Specialist with a deep understanding of customer engagement and experience design, we invite you to apply! Join us on our journey to redefine banking in South Africa by delivering exceptional client experiences.

📌 To apply, visit our careers page and submit your application before the closing date!

Conditions of Employment

• Clear criminal and credit record required.
• Verification of qualifications and work experience will be conducted.

Capitec Bank Ltd is an authorized financial services provider (FSP 46669) and registered credit provider (NCRCP13).

Reg. No: 1980/003695/06

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🚀 Join Capitec and help shape the future of banking! 🚀