CX Lead

In brief

**Overview** This role at Capitec Bank is for a CX Lead, responsible for overseeing the design, delivery, and continuous improvement of client experiences specifically within Fraud and Anti-Money Laundering (AML) journeys. The position focuses on integrating service design, behavioral insights, and risk awareness to ensure client interactions are secure, compliant, empathetic, and seamless, particularly in high-risk scenarios. The CX Lead will own the end-to-end client experience for complex fraud journeys across various business units, translating business, risk, and client needs into trusted experiences. **What you will do** * Lead the operationalisation of CX strategy within Fraud & AML environments. * Define and embed CX standards that balance client empathy with regulatory and fraud risk requirements. * Own and design end-to-end client journeys, from awareness and prevention through to investigation and resolution. * Lead design thinking processes to create solutions that are both client-centric and risk-aware. * Apply service design methodologies. * Integrate behavioural psychology principles to design effective client communications and interactions. * Leverage Voice of Client and data insights to continuously refine experiences. * Define and track CX performance metrics, especially in high-risk journeys. * Act as the central CX lead across multiple business units impacted by fraud and AML. * Align stakeholders across product, risk, operations, and compliance. * Provide thought leadership and mentorship to CX practitioners. * Drive a culture of trust, simplicity, and client-first thinking. **Requirements (from the original advert)** * 6+ years’ experience in Client Experience / Service Design / CX strategy roles. * Proven experience leading complex journey design and CX delivery. * Strong service design and journey mapping expertise. * Experience working with data, research, and CX measurement frameworks. * Strong stakeholder management across multiple business units. * A relevant tertiary qualification in Industrial Engineering or Business Management. * Clear criminal and credit record. **Who should apply** The ideal candidate for this role is an experienced professional in Client Experience or Service Design, with a strong background in leading complex journey design and CX delivery. They should possess robust service design and journey mapping expertise, coupled with experience in leveraging data, research, and CX measurement frameworks. Strong stakeholder management across diverse business units is essential. Candidates with exposure to Fraud, AML, Financial Crime, or Risk environments, and experience in banking, fintech, or other regulated industries, will have a strong advantage. A background in behavioural or consumer psychology, or experience in Design Thinking and facilitation, would also be beneficial. They should be analytically minded, detail-oriented, with excellent communication, planning, organising, coordination, and problem-solving skills, capable of empathetic-led design with risk awareness in complex environments. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/cx-lead-capitec-bank-1 Source: myjobmag

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At a glance

• At least 6 years of experience.

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