Client Experience Specialist

Client Experience Specialist position available. About the Role: This role is focused on delivering a world-class client experience for Capitec clients by executing activities across the entire CX scope. You'll be responsible for developing client insights through primary research and data analysis, which will inform the design and optimization of the client experience throughout the product value chain. Leveraging these insights, you'll craft user personas, design client journey maps, and develop effective client communication to enhance the overall servicing experience.

Key Performance Areas:

1. Promote CX Standards:
   • Provide input into the development and implementation of CX standards.
   • Promote CX standards during interactions with stakeholders.
2. Client Insights:
   • Conduct primary research into clients’ needs related to various product categories (e.g., savings or insurance) and clients’ experiences with Capitec’s products and support channels using appropriate research methodologies.
   • Analyse first-party client data to create a robust ‘picture’ of the client.
3. Client Journey Design:
   • Leverage client insights to craft user personas that will inform client journey design.
   • Develop clear client-first problem statements to inform the client journey design.
4. Measurement and Evaluation:
   • Conduct CX reviews of client journeys to identify gaps in the experience and opportunities to elevate the experience.
   • Effectively communicate CX review feedback to product/servicing stakeholders and drive recommendations.

Our Ideal Candidate:

• 6-8 years in a Client Experience or B2C Marketing role.
• Proven experience in creating effective client experiences.
• Proven experience in consumer research.
• Experience in client journey and process mapping.
• Experience working in Financial Services (including Fintech) or FMCG sector experience.

Qualifications:

• Minimum: A relevant tertiary qualification in Marketing or Communication.
• Ideal: Post Graduate Diploma in Marketing or Communication.

Skills and Knowledge:

• Design thinking principles.
• Research methodologies.
• Data analytics.
• Client experience design.
• Project management.

Ideal:

• Client journey map design.
• Consumer communication development.

Conditions of Employment:

• Clear criminal and credit record.