Job Title: Customer Experience Design Lead
Job Type: Full Time
Location: Sandton
Schedule: Monday to Friday, 8am to 5pm, one day work from home per week
Job Level: Senior Manager
Reporting Line: Reports to the MD of the SME Business
Competitive salary + commission structures
Why Join Our Client?
Our client, a fast-growing FinTech, empowers the local economy by supporting ambitious business owners. As an entrepreneur-led company, they foster a high-energy, results-driven culture that values collaboration, innovation, and respect. Described as 'high-performing' and 'agile,' they seek A-players who thrive in a dynamic environment. They provide the space, support, and autonomy for personal growth, just as they fuel the ambitions of their clients. If you're driven, care about the clients you serve, and know how to hustle, this is the place for you.
About the Role:
We are seeking a CX Process Design Lead to focus on optimizing and improving client experience processes, ensuring a seamless and high-quality journey for our clients. You will work across multiple teams, leveraging data and feedback from clients and internal teams to design processes that not only meet client needs but also enable efficient operations. Your role is crucial in aligning the client journey with our strategic objectives, balancing both digital and human touchpoints.
Requirements:
Bachelor's degree in Engineering, Business, Technology, or related fields.
Proficiency in MS Office and CRM software (Salesforce experience advantageous).
Minimum of 3 years of experience in process design or a similar role.
Experience in financial services or SME funding industry is preferred.
Proven track record of leading and implementing process improvements and managing projects.
Experience in designing and optimizing digital client journeys, particularly in financial products or digital workflows.
Strong analytical and problem-solving skills with an ability to manage multiple projects simultaneously.
Excellent communication and interpersonal skills.
Proficiency in project management tools and methodologies.
Key Responsibilities:
Client Journey & Process Optimization
Lead ongoing projects to enhance the digital and staff-assisted client journey, focusing on digital capability.
Identify key areas for improvement by gathering feedback from clients and staff, using data-driven insights to prioritize changes.
Map out and analyze the client journey, identifying pain points and high-impact opportunities for process enhancements.
Collaborate with cross-functional teams (business development, sales, tech development, etc.) to ensure new processes integrate smoothly.
Develop strategies to streamline and improve the client experience, covering process changes, digital improvements, and team upskilling.
Client Experience and Process Analytics
Own and continuously improve the digital client journey, ensuring a smooth integration of staff-assisted processes.
Utilize data analytics to resolve client experience gaps and implement solutions efficiently.
Research market trends, competitor best practices, and emerging FinTech solutions to support client engagement and digital journey enhancements.
Monitor key performance indicators (KPIs) like NPS and CSAT to track client satisfaction and identify areas for growth.
Collaboration
Act as an advocate for clients within the organization, ensuring all departments align with a client-centric approach.
Foster collaboration between teams to enhance processes that directly impact client satisfaction.
Client Experience Training
Equip client-facing teams with the training and tools needed to deliver outstanding service as new digital and process capabilities are implemented.
What We Offer:
Competitive salary
Opportunities for personal and career growth
Meaningful work that makes a difference
Autonomy and space to learn and grow
Mentorship and development programs
Modern, open-plan offices
Free on-site gym
Exciting team events
On-site Barista
A chance to work with a team of A-players
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