Client Experience Lead (CX) at Capitec in Stellenbosch
Capitec · Stellenbosch, Western Cape
Overview
Capitec is looking for an experienced Client Experience Lead to drive client-centric change across the bank in Stellenbosch, Western Cape. You will turn client insights into real business improvements, map end to end journeys, and facilitate workshops with senior stakeholders. If you have over six years in CX, service design or client insights and enjoy solving complex problems, this senior role is worth a closer look.
About the role
As Client Experience Lead at Capitec, you will be at the centre of the bank's push to become more client-centric. You will work across teams to understand what clients need, find the pain points in their journeys, and help shape services that work better for them.
Your work will cover four main areas:
- Client insights and Voice of Client: analyse client, business and operational data, then turn those findings into practical recommendations that influence strategic decisions.
- Client journey management: lead journey mapping sessions, design end to end experiences across channels and products, and spot friction points and service gaps.
- Service design and business improvement: apply service design thinking to improve products and processes, and build service blueprints with product, digital and operations teams.
- Facilitation and stakeholder engagement: run workshops and discovery sessions, present findings to senior leadership, and build trusted relationships across the business.
You will also champion client-centric thinking across Capitec and help grow the organisation's CX maturity through coaching and advocacy.
Application note: Capitec asks applicants to first complete a short assessment on their careers page, then finalise the application by clicking apply on the official Capitec site. Clear criminal and credit records are required.
Requirements
- At least 6 years of experience in Client Experience, Service Design, Client Insights or a related CX discipline
- Demonstrated experience facilitating client journey mapping initiatives
- Experience interpreting client and business insights into actionable recommendations
- Experience engaging senior stakeholders and facilitating cross-functional discussions
- Exposure to service design methodologies and client-centred problem solving
- Relevant tertiary qualification in Industrial Engineering or Business Management (minimum)
- Knowledge of client experience principles, service design principles, research methodologies, data analysis and measurement, facilitation and stakeholder management, consumer or behavioural psychology, design thinking and commercial insights relating to CX
- Ideal: business case development and strategy development knowledge
- Strong analytical, attention to detail, communication, planning and coordination, and problem solving skills
- Clear criminal and credit record
Responsibilities
- Analyse client, business and operational insights to identify improvement opportunities and translate qualitative and quantitative client data into recommendations
- Drive Voice of Client initiatives and ensure client feedback informs strategic decision-making
- Identify client pain points and emerging experience trends
- Lead the development and facilitation of client journey mapping initiatives
- Design and optimise end to end client experiences across multiple channels and products
- Identify friction points, service gaps and opportunities to improve client outcomes
- Apply service design thinking to improve products, processes and client interactions, and create service blueprints
- Work with product, digital, operations and business teams to implement client-centric solutions
- Facilitate workshops, discovery sessions and conversations with business stakeholders
- Present findings and strategic recommendations to senior leadership and executive teams
- Champion client-centric thinking across the organisation and support CX capability building, coaching and advocacy
- Contribute to the evolution of Capitec's CX operating model and support strategic transformation initiatives
Job details
- Organisation
- Capitec
- Location
- Stellenbosch, Western Cape
- Job type
- Full time
- Experience level
- Senior (6+ years)
- Education
- Bachelor
- Category
- Customer Service
- Posted
- 19 October 2026 (2 weeks ago)
- Application Method
- Apply online
Success Guide
This is a senior CX role, so your application needs to show more than enthusiasm. Highlight specific projects where you mapped client journeys, ran workshops or turned research into changes the business actually made. Numbers help here, like how many stakeholders you brought on board or what improved after your recommendations.
Capitec's process starts with a short online assessment before the formal application, so set aside time and do it on a stable connection. Interviews are likely to include a case or scenario where you walk through how you would tackle a client experience problem. Be ready to explain your thinking out loud, especially how you balance client needs with business realities. Also remember that a clear credit and criminal record is part of the conditions, so sort out any queries early.
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