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Capitec Bank Jobs: Client Experience (CX) Specialist II

Capitec Bank Invites Suitably Qualified Applicants to Apply for Client Experience (CX) Specialist II Vacancies

Location: Stellenbosch, Western Cape, South Africa

Date: Not Specified

Company: Capitec Bank Ltd

Job Summary:

Capitec Bank Ltd is seeking a highly skilled and experienced Client Experience (CX) Specialist II to join their team in Stellenbosch, Western Cape. The successful candidate will be responsible for delivering a world-class client experience for Capitec clients through independently executing activities across the entire CX scope. If you have a passion for delivering exceptional customer experiences and possess the necessary skills and qualifications, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

As a Client Experience Specialist II, you will be responsible for:

  1. Promoting CX and Brand Standards:
    • Work with Leads and Management to develop and implement CX standards.
    • Promote CX brand standards during interactions with stakeholders.
    • Ensure junior specialists adhere to CX standards.
  2. Client Insights:
    • Conduct research on CX trends and best practices to inform CX strategies.
    • Develop a framework and voice of client (VoC) programme to gather insights into client experiences.
    • Conduct research on client needs to inform and enhance CX solutions.
    • Share knowledge with stakeholders and team members to enhance CX capability.
  3. Client Journey Design:
    • Engage with stakeholders to understand business problems.
    • Represent the voice of the client and translate business problems into problem statements and CX solutions.
    • Design CX elements for tactical and strategic projects during the Design Thinking cycle.
    • Facilitate Client Journey design workshops.
  4. Measurement and Experience Testing:
    • Execute data selection methodologies to gather information on client experiences.
    • Develop and contract data collection strategies with other Departments within Capitec.
    • Work with product development teams to incorporate inputs and inform design and continuous improvement efforts.

Requirements:

To be considered for this role, you must have:

  • A minimum of 5 years of experience in a Client Experience environment.
  • Proven experience in applying CX principles and developing, maintaining, and enhancing CX elements.
  • A relevant tertiary qualification in Industrial Engineering or Business Management.
  • Strong analytical, attention to detail, communication, planning, organizing, and problem-solving skills.

Ideal Candidate:

  • Possesses commercial insights relating to CX.
  • Has experience in client journey and process mapping.
  • Has a deep understanding of client experience principles and practices, service design principles, research methodologies, data analysis and measurement methodologies, facilitation, and stakeholder management.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.

How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please click on the link below to apply for this exciting opportunity:

Click Here To Apply

Note:

Applications will only be considered from suitably qualified candidates. Closing date for applications is Not Specified.

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