Client Experience (CX) Specialist II 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