Client Experience

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**Date**:16 Jul 2025

**Location**: Stellenbosch, Western Cape, ZA

**Company**:Capitec Bank Ltd

**Join Us in Becoming the Best Banking Group in the World**:
We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.

**Who We Are**:
We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.

**Why choose Us**:
At Capitec, we offer our best by living up to our CEO values in every situation - we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.

**About the role**:
**Key Performance Areas**:
**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.

**Client insights**
- Conduct research on CX trends and best practice to contribute towards the formulation of CX standards and strategies.
- 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 Design Thinking 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 identifies 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**:
**Minimum**
- 4-6 years in a Client Experience Environment
- Proven experience in developing, maintaining and enhancing CX elements.
- Client journey and process mapping

**Qualifications (Minimum)**

A relevant tertiary qualification

**Knowledge**:
**Minimum**:

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

**Skills**:

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

**Conditions of Employment**:

- Clear criminal and credit record

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