Client Experience (CX) Specialist II needed at Capitec Bank

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.

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.

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.

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:

• 6-8 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

Qualifications (Minimum)

• A relevant tertiary qualification in Marketing or Communication

Qualifications (Ideal or Preferred)

• Post Graduate Diploma in Marketing or Communication

Skills and Knowledge

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

Ideal

• Client journey map design
• Consumer communication development