Client Experience Specialist at Capitec Bank – Apply now

JOB DETAILS

Job Title: Client Experience (CX) Specialist
Employment Type: Full-time, Permanent
Company: Capitec Bank Ltd
Location: Stellenbosch, Western Cape, South Africa

COMPANY OVERVIEW

Capitec Bank Ltd is one of South Africa’s leading retail banks, known for simplifying banking and delivering exceptional client value through innovation, data-driven decision-making, and strong customer-centric principles. Capitec focuses on creating seamless experiences for both clients and employees while maintaining operational excellence and trust.

JOB OVERVIEW

The Client Experience (CX) Specialist is responsible for independently designing, delivering, and measuring end-to-end client and user experiences across Capitec’s Business Bank environment. The role applies Design Thinking principles, CX research, and analytics to influence product development, operating models, and service delivery while ensuring alignment with business strategy and brand standards.

KEY RESPONSIBILITIES

• Promote and embed Capitec’s CX and brand standards across business and product teams

• Contribute operational input into the development and implementation of CX standards

• Conduct CX research and analyse trends, best practices, and client behaviour

• Design and implement Voice of Client (VoC) programmes and insight frameworks

• Lead end-to-end client research initiatives using qualitative and quantitative methods

• Translate business challenges into clear CX problem statements and design solutions

• Design, map, and optimise client journeys aligned to business and technical requirements

• Facilitate Design Thinking and client journey workshops with stakeholders

• Deliver CX measurement frameworks, experience testing, and analytical insights

• Identify service gaps, market trends, and improvement opportunities

• Collaborate with product, technology, and operations teams to support continuous improvement initiatives

QUALIFICATIONS

Education

• Relevant tertiary qualification in Industrial Engineering or Business Management

Experience

• 6–10 years’ experience in a Client Experience environment

• Proven experience applying CX and service design principles

• Demonstrated experience in client journey and process mapping

• Experience in CX research, measurement, and insight generation

Skills

• Strong analytical and problem-solving skills

• Excellent communication and facilitation abilities

• Planning, organisation, and stakeholder management skills

• Attention to detail and ability to manage complex CX initiatives

• Knowledge of Design Thinking, consumer behaviour, and research methodologies

CV TIPS

• Highlight measurable CX outcomes (e.g. journey improvements, client satisfaction gains)

• Emphasise experience with Design Thinking, VoC programmes, and CX frameworks

• Showcase cross-functional collaboration with product, technology, or operations teams

• Include examples of CX research, insights, or experience testing initiatives

BENEFITS OF JOINING CAPITEC BANK

• Opportunity to shape large-scale client experiences in a leading financial institution

• Exposure to advanced CX, data, and product development practices

• Collaborative and innovative work environment

• Strong focus on professional growth and continuous learning

• Ability to influence future-state operating models and service delivery

COMPANY POLICY

Capitec Bank Ltd is an equal opportunity employer and is committed to ethical recruitment, diversity, and inclusion. All appointments are subject to verification checks, including clear criminal and credit records, in line with company policy and regulatory requirements.