Lead: Client Experience (CX)
Date: 28 Oct 2026
Location: Stellenbosch, ZA
Company: Capitec Bank Ltd
Purpose Statement
- Design and evaluate the client experience across various touchpoints at Capitec Business Bank, with a focus on enhancing client interfaces and optimizing their journeys.
- Take ownership of CX aspects for assigned channels and products, ensuring alignment with business and product strategies.
- Champion the CX aspects of the design process with thought leadership in the discipline and competence of CX, applying insights to continuously improve the desired client experience.
Experience
Minimum:
- 6+ years in a Client Experience Environment
- Proven experience in taking on leadership roles within a CX environment.
- Proven experience in developing, maintaining and enhancing CX principles and standards.
- Multi-client journey design and cross-functional collaboration
- CX expert skilled in engineering optimal experiences for our clients.
Ideal:
- Banking experience
Qualifications (Minimum)
- A relevant tertiary qualification in Industrial Engineering or Business Management
Qualifications (Ideal or Preferred)
Knowledge
Minimum:
- Client Experience Principles and Practices
- Journey and Persona Design
- Service Design Principles
- Research and Insights Methodologies
- Data Analysis & CX Measurement
- Facilitation and Stakeholder Management
- Behavioural Psychology
- Design Thinking Experience
Skills
- Analytical skills
- Problem solving skills
- Attention to detail
- Communications skills
- Adaptability
- Strategic thinking
- Collaboration
- Planning, organising and coordination skills
Skills
- Analytical Skills
- Attention to Detail
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills
Conditions of Employment
- Clear criminal and credit record