Client Experience (Cx) Specialist Ii

Purpose Statement To deliver a world class client experience (CX) for Capitec Clients 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-to-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. Experience Minimum: 4-6 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 Ideal: Capitec bank experience Qualifications (Minimum) A relevant tertiary qualification in Industrial Engineering or Business Management Qualifications (Ideal or Preferred) 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 Ideal: Commercial insights relating to CX 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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