CX Lead

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

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2. Once you have completed the above finalize your application by clicking apply below

Purpose Statement

• Lead the design, delivery, and continuous improvement of client experiences across Fraud and Anti-Money Laundering (AML) journeys. This role combines service design, behavioural insight, and risk-aware CX, ensuring that all client interactions are secure, compliant, empathetic, and seamless; especially in high-risk or sensitive scenarios.

• You will own end-to-end CX for complex fraud journeys that span multiple business units, translating business, risk, and client needs into meaningful and trusted client experiences.

Experience

Minimum Requirements

• 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.

Preferred Experience

• Exposure to Fraud, AML, Financial Crime, or Risk environments (strong advantage).

• Experience in banking, fintech, or regulated industries.

• Background in behavioural or consumer psychology (advantage).

• Experience in Design Thinking and facilitation.

Qualifications (Minimum)

• A relevant tertiary qualification in Industrial Engineering or Business Management

Qualifications (Ideal or Preferred)

Knowledge

Key Responsibilities

• 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.

Key Competencies

• Service Design & Journey Mapping

• Analytical Thinking & Insight Generation

• Stakeholder Influence & Collaboration

• Problem Solving in Complex Environments

• Communication & Storytelling

• Empathy-led Design with Risk Awareness

Skills

• Analytical Skills

• Attention to Detail

• Communications Skills

• Planning, organising and coordination skills

• Problem solving skills

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.