Client Experience Specialist vacancy at CapitecCapitec Bank is recruiting and accepting applications for the Client Experience Specialist vacancy.
As a CX Specialist, you will leverage your deep subject matter expertise and research to shape the integration of CX standards within the product development lifecycle, applying Design Thinking principles along the way.
You'll work independently, making decisions and taking ownership of end-to-end delivery including insights, design, measurement, and experience testing of complex CX solutions. These efforts will align with business objectives, product and CX strategies, and core brand principles.
Key Performance Areas: Promote CX and brand standards Work with Leads and Management to provide operational input towards the development and implementation of CX standards.Promote CX brand standards during interactions with stakeholders.Ensure junior specialists adhere to CX standards where relevant.Client insights Conduct research on CX trends and best practices to contribute towards the formulation of CX standards and strategies.Work with Leads to develop a framework and voice of client (VoC) programme that enables insights into client experiences, journeys, and interactions.Assume responsibility for the design and implementation of methodologies for the collection of client insights.Conduct research on client needs to inform and enhance CX solutions.Share knowledge with stakeholders to enhance overall CX capability in Capitec.Engage with stakeholders to understand business problems.Represent the voice of the client and translate business problems into problem statements and CX solutions.Design 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 and impactful client journeys in line with business strategies.Support the Lead with compiling CX related reporting.Measurement and experience testing Execute data selection methodologies to gather information ensuring a deep understanding of clients' experiences.Deliver analytical insights that identify client and market trends, service gaps, and product gaps.Develop data collection strategies with other Departments within Capitec (e.g., call centre, social media).Qualifications (Minimum) A relevant tertiary qualificationKnowledge Client Experience principles and practicesResearch methodologies and applicationData analysis and measurement methodologiesFacilitation and stakeholder managementDesign Thinking principles4-6 years in a Client Experience EnvironmentProven experience in applying CX principlesProven experience in developing and enhancing CX elementsClient journey and process mappingSkills Analytical SkillsAttention to DetailCommunication SkillsPlanning, organizing, and coordination skillsCapitec is committed to diversity, and all appointments will support the achievement of our employment equity goals.
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