CX Lead

Purpose Statement:

• To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists.
• Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies.
• Providing technical leadership during the client experience design process, from conceptualisation to execution, using measurement and Voice of Client insights to influence ongoing refinement.

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 and process mapping

Ideal:

• Capitec bank experience

Qualifications (Minimum):

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred):

Knowledge:

Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Consumer psychology / Behavioural psychology
• Design Thinking experience and application
• Commercial insights relating to CX

Ideal:

• Business case development
• Strategy development

Skills:

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

Conditions of Employment:

• Clear criminal and credit record

How to Apply:

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