Lead: Client Experience (CX)

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Date: 13 Jul 2026

Location: Stellenbosch, ZA

Company: Capitec Bank Ltd

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2.  Once you have completed the above finalize your application by clicking apply below

Purpose Statement

  • Lead the design, delivery, and continuous improvement of client experiences across Fraud and Anti-Money Laundering (AML) journeys. This role combines service design, behavioural insight, and risk-aware CX, ensuring that all client interactions are secure, compliant, empathetic, and seamless; especially in high-risk or sensitive scenarios.
  • You will own end-to-end CX for complex fraud journeys that span multiple business units, translating business, risk, and client needs into meaningful and trusted client experiences.

Experience

Minimum Requirements

  • 6+ years’ experience in Client Experience / Service Design / CX strategy roles.
  • Proven experience leading complex journey design and CX delivery.
  • Strong service design and journey mapping expertise.
  • Experience working with data, research, and CX measurement frameworks.
  • Strong stakeholder management across multiple business units.

 

Preferred Experience

  • Exposure to Fraud, AML, Financial Crime, or Risk environments (strong advantage).
  • Experience in banking, fintech, or regulated industries.
  • Background in behavioural or consumer psychology (advantage).
  • Experience in Design Thinking and facilitation.

Qualifications (Minimum)

  • A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)

    Knowledge

    Key Responsibilities

    • Lead the operationalisation of CX strategy within Fraud & AML environments.
    • Define and embed CX standards that balance client empathy with regulatory and fraud risk requirements.
    • Own and design end-to-end client journeys, from awareness and prevention through to investigation and resolution.
    • Lead design thinking processes to create solutions that are both client-centric and risk-aware.
    • Apply service design methodologies.
    • Integrate behavioural psychology principles to design effective client communications and interactions.
    • Leverage Voice of Client and data insights to continuously refine experiences.
    • Define and track CX performance metrics, especially in high-risk journeys.
    • Act as the central CX lead across multiple business units impacted by fraud and AML.
    • Align stakeholders across product, risk, operations, and compliance.
    • Provide thought leadership and mentorship to CX practitioners.
    • Drive a culture of trust, simplicity, and client-first thinking.

     

    Key Competencies

    • Service Design & Journey Mapping
    • Analytical Thinking & Insight Generation
    • Stakeholder Influence & Collaboration
    • Problem Solving in Complex Environments
    • Communication & Storytelling
    • Empathy-led Design with Risk Awareness

    Skills

    • Analytical Skills
    • Attention to Detail
    • Communications Skills
    • Planning, organising and coordination skills
    • Problem solving skills

    Conditions of Employment

    • Clear criminal and credit record

    Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.