Cx Design Specialist

3 days ago

Johannesburg, South Africa FirstRand Full time

Job Description

To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.

Hello Future CX Design Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Commercial Merchant Services, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:
- Enhance the customer experience through continuously innovating, driving change, awareness and collaboration across relevant business areas- Utilise customer insights to design deliberate customer experiences utilizing CX design tools and frameworks- Understand customer needs, contribute to the design of the customer experience and manage expectations throughout the customer life cycle (including but not limited to customer journey design, creation of personas, empathy maps, user stories, prototypes and wireframes and analysis of data across a variety of interfaces)- Lead and support the design of end-to-end customer journeys across multiple touchpoints.- Collaborate closely with product teams to embed customer-centric design principles into product development.- Arrange workshops and create awareness of customer experience initiatives and changes to relevant stakeholders- Analyse information and reports to identify trends, discrepancies and inconsistencies for decision making purposes- Measure the efficacy of customer experience enhancements and prepare reports to be shared with key stakeholders in a timely manner- Advocate for customer centricity across the business- Have a completed Bachelor’s Degree- Have 2 to 5 years’ experience in CX, service design, communication, client engagement, marketing or related field- Have demonstrated Customer Journey design experience/ knowledge- Problem solver (design thinking)- Have the ability to engage and influence stakeholders- Excellent communication and stakeholder engagement skills

You will have access to:
- Opportunities to network and collaborate- A challenging working environment- Opportunities to innovate- Growth and learning opportunities

We can be a match if you are:
- Adaptable and curious- Great Listener- Creative- Proactive- Influential- Client-centric- Good communicator- Team player and collaborator

Post

FNB

LI-KN4

Job Details

20/08/25

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