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