Client Experience Lead (CX) at Capitec Business Bank, Stellenbosch
Capitec · Stellenbosch, Western Cape
Overview
Capitec Business Bank is looking for a Client Experience Lead to shape how clients interact with their products and channels in Stellenbosch. This is a senior CX role for someone with over 6 years of experience who can design client journeys, lead CX standards, and work across teams to improve the overall client experience. Ideal for a CX expert with banking exposure and a passion for design thinking.
About the role
As Client Experience Lead at Capitec Business Bank, you will own the client experience across assigned channels and products. You will design and evaluate client interactions, optimise journeys, and make sure everything aligns with business and product strategies.
What you will do:
- Design and evaluate the client experience across various touchpoints
- Enhance client interfaces and optimise client journeys
- Take ownership of CX aspects for assigned channels and products
- Champion CX within the design process using thought leadership
- Apply insights to continuously improve the desired client experience
- Develop and maintain CX principles and standards
- Collaborate across functions to design multi client journeys
Application note: You will apply on Capitec's official career site. Make sure you have a clear criminal and credit record as this is a condition of employment.
Requirements
- Minimum 6 years of experience in a Client Experience environment
- Proven leadership experience within a CX environment
- Experience developing, maintaining and enhancing CX principles and standards
- Experience in multi client journey design and cross functional collaboration
- Expert in engineering optimal experiences for clients
- Minimum qualification: relevant tertiary qualification in Industrial Engineering or Business Management
- Knowledge of client experience principles and practices
- Knowledge of journey and persona design
- Knowledge of service design principles
- Knowledge of research and insights methodologies
- Knowledge of data analysis and CX measurement
- Knowledge of facilitation and stakeholder management
- Knowledge of behavioural psychology and design thinking
- Skills: analytical, problem solving, attention to detail, communication, adaptability, strategic thinking, collaboration, planning, organising and coordination
- Clear criminal and credit record
- Banking experience is ideal
Responsibilities
- Design and evaluate the client experience across various touchpoints
- Enhance client interfaces and optimise client journeys
- Take ownership of CX aspects for assigned channels and products
- Align CX work with business and product strategies
- Champion CX aspects of the design process with thought leadership
- Apply insights to continuously improve the desired client experience
- Develop, maintain and enhance CX principles and standards
- Design multi client journeys and collaborate across functions
- Engineer optimal experiences for clients
- Use research, data analysis and CX measurement to inform decisions
- Facilitate stakeholder management and collaboration
Job details
- Organisation
- Capitec
- Location
- Stellenbosch, Western Cape
- Job type
- Full time
- Experience level
- Lead (6+ years)
- Education
- Bachelor
- Category
- Customer Service
- Posted
- 28 October 2026 (1 week ago)
- Application Method
- Apply online
Success Guide
This is a senior role, so your application should show more than just years of experience. Highlight specific CX projects where you designed or improved client journeys, and mention cross functional collaboration and leadership. Banking experience is a bonus, so include it if you have it. Capitec will check your criminal and credit record, so be ready for that. Your CV should clearly show your qualification in Industrial Engineering or Business Management. When you apply on Capitec's site, take time to tailor your cover letter to the banking context and mention design thinking and data driven CX. Good luck!
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