Client Experience (CX) Specialist II

Purpose Statement

To deliver a world class client experience (CX) for Capitec Clients through independently executing activities across the entire CX scope:

• Applying deep subject matter expertise and research findings to influence the development and integration of CX standards into the product development life cycle, actively using Design Thinking principles.
• To work independently and assume decision making authority and ownership of the end-to-end delivery (insights, design, measurement and experience testing) of complex CX solutions, in line with the business, product and CX strategies, as well as brand fundamentals.
   

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 

Ideal:

• Capitec bank experience

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

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

Skills

Conditions of Employment