Purpose Statement To deliver a world class client experience (CX) for Capitec Clients through independently executing activities across the entire CX scope:
- Applying deep subject matter expertise and research findings to influence the development and integration of CX standards into the product development life cycle, actively using Design Thinking principles.
- To work independently and assume decision making authority and ownership of the end-to-end delivery (insights, design, measurement and experience testing) of complex CX solutions, in line with the business, product and CX strategies, as well as brand fundamentals.
Experience Minimum:
- 4-6 years in a Client Experience Environment
- Proven experience in applying CX principles
- Proven experience in developing, maintaining and enhancing CX elements.
- Client journey and process mapping
Ideal:
Qualifications (Minimum) - A relevant tertiary qualification in Industrial Engineering or Business Management
Qualifications (Ideal or Preferred) Knowledge Minimum:
- Client Experience principles and practices
- Service design principles
- Research methodologies and application
- Data analysis and measurement methodologies
- Facilitation and stakeholder management
- Design Thinking principles
- Consumer psychology / Behavioural psychology
Ideal:
- Commercial insights relating to CX
Skills - Analytical Skills
- Attention to Detail
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills
Conditions of Employment - Clear criminal and credit record
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