CX Lead

Reference:

Capitec Bank is a leading South African retail bank that focuses on essential banking services and provides innovative transacting, savings, insurance and unsecured lending products to individuals. Capitec's mission is to make banking simple and transparent to help clients - regardless of their level of income or assets - improve their financial lives through a single solution, called Global One.

Duties & Responsibilities

Purpose Statement

• To lead the operationalisation and delivery of the big-picture strategy to create holistic client experiences, while synthesising multi-stakeholder input and providing mentorship to CX specialists.
• Assuming end-to-end ownership for all CX related aspects of specifically allocated channels (Branch, BSC, Digital, Insights), and lead the application of the best CX practices in line with business and product strategies.
• Providing technical leadership during t...