Client Experience (CX) Specialist at Capitec Bank

Purpose Statement

• To deliver world-class client experience (CX) for Capitec Clients as well as user experience for staff through independently executing activities across the entire CX scope:
• Applying deep subject matter expertise and research findings to influence the development and integration of CX standards into the product development life cycle, actively using Design Thinking principles.
• To work independently and assume decision making authority and ownership of the end-of-the-end delivery (insights, design, measurement and experience testing) of complex CX solutions, in line with the business, product and CX strategies, as well as brand fundamentals.
• Ensure that Business Bank user experience is optimally designed to ensure exceptional service delivery to clients as well as efficiencies in operation.
• Play a lead role in designing the future state operating model and user experience where agents and human effort combine to achieve scale and consistency in client experience.

Key Tasks and Accountabilities

Promote CX and brand standards:

• Work with Leads and Management and provide operational input towards the development and implementation of CX standards.
• Promote CX brand standards during interactions with stakeholders.
• Where relevant, ensure junior specialists adhere to CX standards.
• Work collaboratively with CX, UX, Product and Technology teams.

Client and User insights

• Conduct research on CX trends and best practice to contribute towards the formulation of CX standards and strategies.
• Work with Business and apply experience and subject matter expertise to develop a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.
• Assume end-to-end responsibility for the design and implementation of diverse methodologies for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
• Conduct research on client needs to inform and enhance CX solutions.
• Share knowledge with stakeholders and team members to enhance the overall CX capability in Capitec.
• Client journey design: Engage with stakeholders and gain an understanding of business problems.
• Represent the voice of the client and translate business problems and requirements into problem statements, research specifications and CX solutions.
• Assume ownership for designing CX elements for tactical and strategic projects during the DesignThinking cycle.
• Incorporate insights from CX data and identify enhancement opportunities in products and services.
• Design cohesive, impactful and functional client journeys in line with business strategies and technical specifications.
• Facilitate Client Journey design workshops.
• Where required, assume ownership for sections of CX projects.
• Support the Lead with compiling CX-related reporting.
• Measurement and experience testing.
• Independently execute data selection methodologies and initiatives to effectively gather information that ensures a deep understanding of clients’ experiences in relation to their expectations.
• Responsible for delivering analytical insights that identify client and market trends, what is being done well, where the service or product gaps are.
• Develop and contract data collection strategies with other Departments within Capitec e.g., call centre, social media.
• Work with product development teams to incorporate inputs and to inform design and continuous
• improvement efforts and sprints.

Experience
Experience Minimum:

• 6 - 10 years in a Client Experience Environment
• Proven experience in applying CX principles
• Proven experience in developing, maintaining and enhancing CX elements
• Client journey and process mapping

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Knowledge
Minimum:

• Client Experience principles and practices
• Service design principles
• Research methodologies and application
• Data analysis and measurement methodologies
• Facilitation and stakeholder management
• Design Thinking principles
• Consumer psychology / Behavioural psychology / Anthropology

Ideal:

• Commercial insights relating to CX

Skills

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