About this role
<p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><b>Apply by</b>: </span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><span style="color:#2980b9"><b>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:</b></span></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">1. To see what life at Capitec is all about and complete a short assessment, please <a href="https://talentcentral.eu.shl.com/player/link/01567683b48a40db872c19bb2f07ba9e"><u><b>click here!</b></u></a></span></span></p> <p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif">2. Once you have completed the above finalize your application by clicking apply below</span></span></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Purpose Statement</b></H2> </div><div><ul> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">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.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">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.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Experience</b></H2> </div><div><p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Minimum Requirements</strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">6+ years’ experience in Client Experience / Service Design / CX strategy roles.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Proven experience leading complex journey design and CX delivery.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Strong service design and journey mapping expertise.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Experience working with data, research, and CX measurement frameworks.</li> <li style="margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Strong stakeholder management across multiple business units.</li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Preferred Experience</strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Exposure to Fraud, AML, Financial Crime, or Risk environments (strong advantage).</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Experience in banking, fintech, or regulated industries.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Background in behavioural or consumer psychology (advantage).</li> <li style="margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Experience in Design Thinking and facilitation.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications (Minimum)</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>A relevant tertiary qualification in Industrial Engineering or Business Management </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications (Ideal or Preferred)</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Knowledge</b></H2> </div><div><p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Key Responsibilities</strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Lead the operationalisation of CX strategy within Fraud & AML environments.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Define and embed CX standards that balance client empathy with regulatory and fraud risk requirements.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Own and design end-to-end client journeys, from awareness and prevention through to investigation and resolution.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Lead design thinking processes to create solutions that are both client-centric and risk-aware.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Apply service design methodologies.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Integrate behavioural psychology principles to design effective client communications and interactions.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Leverage Voice of Client and data insights to continuously refine experiences.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Define and track CX performance metrics, especially in high-risk journeys.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Act as the central CX lead across multiple business units impacted by fraud and AML.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Align stakeholders across product, risk, operations, and compliance.</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Provide thought leadership and mentorship to CX practitioners.</li> <li style="margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Drive a culture of trust, simplicity, and client-first thinking.</li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong>Key Competencies</strong></p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Service Design & Journey Mapping</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Analytical Thinking & Insight Generation</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Stakeholder Influence & Collaboration</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Problem Solving in Complex Environments</li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Communication & Storytelling</li> <li style="margin:0.0cm 0.0cm 8.0pt 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Empathy-led Design with Risk Awareness</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Analytical Skills </li><li>Attention to Detail </li><li>Communications Skills </li><li>Planning, organising and coordination skills </li><li>Problem solving skills </li></ul></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:14.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Conditions of Employment</b></H2> </div><ul style="margin-top:0.0;margin-bottom:0.0"><li>Clear criminal and credit record </li></ul></div></div><p><span style="font-size:14.0px"><span style="font-family:Arial, Helvetica, sans-serif"><em>Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.</em></span></span></p>