Specialist: Client Experience Delivery at Capitec Bank

Purpose Statement

• To design and continuously improve client journeys across the relevant client landscape
• To develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of the client insights thereby creating the knowledge necessary to build, optimise and improve client experience.
• To provide clear and comprehensive understanding of client needs and experience based on applied research methodologies  
• To derive and effectively communicate client-centrered recommendations that influence the design of products and services

Experience

Minimum:

• 5+ years of CX design experience in digital transformation initiatives
• Experience or affinity with the following methodologies: Human Centred Design, Design Thinking; Client Journey Mapping, Voice of the Client
• Client survey formulation and CX metric analysis 
• Use of technology, tools and data to support optimal client experiences
• Use of insights to drive new ways of delivering enhanced client experiences
• Digital client experience and collaboration/co-creation of platforms.
• Proven ability to drive results, influence others and lead cross-functional teams, 
• Experience in facilitating discussions, fostering collaboration and creating a space for open dialog and constructive discussions.
• Strong analytical skills: experienced in gathering and analysing complex product/ initiatives processes from data, and managing volumes of information. Ability to summarise and draw conclusions from information
• Open, curious, willing to challenge the status quo and be the first advocate of our client’s experience.

Ideal:

• Conceptualising and designing client experience strategy and frameworks
• CX insights analysis and improvement implementation
• Stakeholder and vendor management

Qualifications (Minimum)

• Honours Degree in Industrial/Organisational Psychology

Qualifications (Ideal or Preferred)

• Masters Degree in Economic and Management Sciences or Change Management

Knowledge

Minimum:

• Marketing and client service principles and practices.
• Techniques and tools to identify and understand client behaviours, 
• Human centered design research methodologies.
• Data analysis principles and methods.
• Facilitation and presentation techniques.
• Knowledge of project management and agile methodologies

Ideal:

• CX Design, Insights and Metric Anaysis, Client psychology/ behaviour
• Industry recognised Client Experience accreditation

Skills

• Problem solving skills
• Analytical Skills
• Interpersonal & Relationship management Skills
• Facilitation Skills
• Researching skills

Conditions of Employment

• Clear criminal and credit record