- Promote CX and brand standards by working with Leads and Management to develop and implement CX standards and ensuring junior specialists adhere to CX standards.
- Conduct research on CX trends and best practices to contribute towards the formulation of CX standards and strategies.
- Assume responsibility for the design and implementation of methodologies for the collection of client insights and conduct research on client needs to inform and enhance CX solutions.
- Engage with stakeholders to understand business problems and represent the voice of the client.
- Design CX elements for tactical and strategic projects during the Design Thinking cycle and incorporate insights from CX data to identify enhancement opportunities in products and services.
Client Experience Specialist vacancy at Capitec - Sandton - Ajtechnicaldr

1 week ago

Description
Client Experience Specialist
Capitec Bank is recruiting for the Client Experience Specialist role.
This position involves leveraging subject matter expertise and research to integrate CX standards within the product development lifecycle, applying Design Thinking principles.
You will work independently, making decisions and taking ownership of end-to-end delivery including insights, design, measurement, and experience testing of complex CX solutions.
Key Performance Areas:
Measurement and experience testing involve executing data selection methodologies to gather information and delivering analytical insights that identify client and market trends, service gaps, and product gaps.
Qualifications include a relevant tertiary qualification, while knowledge includes Client Experience principles and practices, research methodologies and application, data analysis and measurement methodologies, facilitation and stakeholder management, and Design Thinking principles.
The ideal candidate has 4-6 years of experience in a Client Experience Environment, proven experience in applying CX principles, developing and enhancing CX elements, and client journey and process mapping.
Skills required include analytical skills, attention to detail, communication skills, and planning, organizing, and coordination skills.
Capitec is committed to diversity and all appointments will support the achievement of our employment equity goals.