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 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

This role is focused on delivering a world-class client experience for Capitec clients by executing activities across the entire CX scope. You'll be responsible for developing client insights through primary research and data analysis, which will inform the design and optimization of the client experience throughout the product value chain. Leveraging these insights, you'll craft user personas, design client journey maps, and develop effective client communication to enhance the overall servicing experience.

Key performance areas:

Promote CX standards

• Provide input into the development and implementation of CX standards.
• Promote CX standards during interactions with stakeholders.
• Where relevant, ensure junior specialists adhere to CX standards.

Client insights

• Conduct primary research into clients’ needs as they relate to various product categories e.g. savings or insurance; and clients’ experiences with Capitec’s products and support channels, using appropriate research methodology.
• Analyse first party client data to create a robust ‘picture’ of the client.
• Establish clear measures of success to evaluate the efficacy and impact of the client journey
• Translate data into insight and convert insight into strategic recommendations (i.e. action) for product/servicing teams.

Client journey design

• Leverage client insights to craft user personas that will inform client journey design.
• Develop clear client-first problem statements to inform the client journey design.
• Effectively facilitate the development of client journey maps with product/servicing stakeholders, using the design thinking methodology.
• Lead the development of client communication to support the servicing experience.

Measurement and evaluation

• Conduct CX reviews of client journeys to identify gaps in the experience/opportunities to elevate the experience.
• Effectively communicate CX review feedback to product/servicing stakeholders and drive recommendations.

Our ideal candidate has:

• 6+ years in a Client Experience or B2C Marketing role
• Proven experience in creating effective client experiences
• Proven experience in consumer research
• Client journey and process mapping
• Experience working in Financial Services (Incl. Fintech) or FMCG Sector experience

Skills and Knowledge:

• Design thinking principles
• Research methodologies
• Data analytics
• Client experience design
• Project management 

Ideal

• Client journey map design
• Consumer communication development

 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