We’re on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below: Purpose Statement To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists. Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies. Providing technical leadership during the client experience design process, from conceptualisation to execution, using measurement and Voice of Client insights to influence ongoing refinement. Experience Minimum: 6+ years in a Client Experience Environment Proven experience in taking on leadership roles within a CX environment. Proven experience in developing, maintaining and enhancing CX principles and standards. Multi-client journey and process mapping Ideal: Qualifications (Minimum) A relevant tertiary qualification in Industrial Engineering or Business Management Qualifications (Ideal or Preferred) Knowledge Minimum: Client Experience principles and practices Research methodologies and application Data analysis and measurement methodologies Facilitation and stakeholder management Design Thinking experience and application Commercial insights relating to CX Ideal: Skills Analytical Skills Attention to Detail Communications Skills Planning, organising and coordination skills Conditions of Employment Clear criminal and credit record Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals. #J-18808-Ljbffr