Join Us in Becoming the Best Bank 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 AreWe 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 UsAt 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:As a Client Experience Specialist, you will provide an exceptional client experience (CX) for Capitec Clients by independently managing activities across the entire CX spectrum. You will leverage deep subject matter expertise and research insights to shape and incorporate CX standards into the product development lifecycle while actively employing Design Thinking principles. This role requires working independently and taking responsibility for decision-making and the complete delivery (including insights, design, measurement, and experience testing) of complex CX solutions, ensuring alignment with business, product, and CX strategies, as well as core brand values.Key Tasks and AccountabilitiesPromote CX and brand standardsWork 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 insightsConduct research on CX trends and best practice to contribute towards the formulation of CX standards and strategies.Work with Leads and apply experience and subject matter expertise to develop a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.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 designEngage 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 DesignThinking 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 testingIndependently 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.ExperienceMinimum:4-6 years in a Client Experience EnvironmentProven experience in applying CX principlesProven experience in developing, maintaining and enhancing CX elements.Client journey and process mappingQualifications (Minimum):A relevant tertiary qualification in Industrial Engineering or Business ManagementKnowledge: Client Experience principles and practicesService design principlesResearch methodologies and applicationData analysis and measurement methodologiesFacilitation and stakeholder managementDesign Thinking principlesConsumer psychology / Behavioural psychologyIdeal:Commercial insights relating to CXSkillsAnalytical SkillsAttention to DetailCommunications SkillsPlanning, organising and coordination skillsProblem solving skillsConditions of EmploymentClear criminal and credit record
#J-18808-Ljbffr
