CX Lead

CX Lead

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

• Data Engineer

About the role

The role forms part of the Client Engagement Delivery — the team that builds and maintains the data foundation powering our client engagement and campaign activity. We design data assets and pipelines that deliver trusted, accurate data to Salesforce Marketing Cloud and Data360, giving CRM Architects, Specialist Client Engagement teams and Product Owners what they need to run targeted, data-driven campaigns and client journeys.

Our work covers the full data lifecycle — from approved Business

Requirements

• Specifications (BRS) through architecture, development, testing and deployment of production-ready pipelines. We make sure data is reliable and actionable across every channel: in-app, WhatsApp, email, SMS and branch. They partner with Business Analysts, Product Owners and Marketing Managers to translate business decisions into deployable pipelines — and support post-campaign measurement by publishing performance data to the EDW for continuous improvement. If you’re a data engineer who wants to see your work reach millions of real clients across real channels, this is where you do it.

What you’ll do

• Design, build and maintain robust, scalable and efficient data pipelines and systems that meet the needs of our data environment

• Analyse business and system requirements to build and enhance data platforms

• Provide input to the Data Architect during solution design for new and existing data flows

• Contribute to the design and development of new applications and systems

• Support and maintain data infrastructure to keep it reliable and efficient

• Education (Minimum)

• Grade 12 National Certificate / Vocational

• Bachelor’s Degree in Information Technology – Computer Science or Information Technology

• Education (Ideal or Preferred)

• Honours Degree in Information Technology – Computer Science or Information Technology

• Knowledge and Experience Knowledge:

• Advanced SQL — modelling principles and query optimisation

• Hands-on experience with batch processing and basic implementation of stream processing

• Proficiency in multiple programming languages — able to build reusable components and optimise code

• ETL pipeline design — with error handling and recovery mechanisms

• Deep knowledge of at least one cloud platform’s data services

• Implementation of data lake, data warehouse or other data patterns

• Implementation of data quality and governance

• Ability to performance-tune data systems and pipelines, balancing cost against performance

• Advanced version control and CI/CD principles — including automated testing

• Implementation of containerised data solutions

• Infrastructure as code — creation and setup of workflow orchestration tools

• Minimum Experience

• 5 years in Data Engineering or closely related field

• Leading or significantly contributing to data engineering projects

• Using advanced data engineering tools — SQL, Python, Java, Apache Spark, Hadoop

• Cloud platforms — AWS, Google Cloud or Azure — and Big Data technologies

• Building and optimising data pipelines for financial data analytics

• Working with cross-functional teams to understand business needs and deliver data-driven solutions

• Engaging stakeholders — communicating technical details and project progress to non-technical audiences

• Understanding of various financial products and services

• Awareness of market trends and their impact on data engineering

Skills

• Analytical Skills

• Communications Skills

• Interpersonal & Relationship management Skills

• Problem solving skills

• Additional Information

• Clear criminal and credit record

• Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

• Conceptual Copywriter

About the role

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:

Job Purpose To create impactful, audience-centric copy and concepts that strengthen the brand, drive engagement, and support business objectives across all customer touchpoints. The role requires a versatile writer capable of translating complex briefs into compelling creative solutions across traditional and digital platforms.

About the Role

We are looking for a highly strategic and experienced Specialist: Copywriter to join our creative team. This role is suited to an intermediate to senior-level copywriter with a strong advertising background and proven experience developing compelling campaigns across multiple channels.

The successful candidate will be equally comfortable crafting a campaign concept for television and radio as they are writing digital content, social media copy, customer communications, and integrated marketing campaigns. This role requires someone who can think beyond execution and contribute strategically to brand storytelling, campaign development, and creative problem-solving.

Creative portfolio link must be shared with application.