Head of Legal and Compliance

Client Experience Specialist (Journey Design / Voice of Client / Finance) – Stellenbosch

Reference Number: KMJA01

Job Description:

A well-known Financial Services holding company is seeking to hire a Client Experience Specialist to join the Banking Group. As part of the application of the Group's client experience and delivery, the successful individual will need to design and continuously improve client journeys across the Business Banking landscape. This individual will also be expected to develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of client insights thereby creating the knowledge necessary to build, optimize and improve client experience.

Responsibilities:

• The job holder would be required to operate within the rules of the following regulatory and industry bodies: Advertising Standards Authority, South African Reserve Bank (SARB), Financial Services Board (FSB), Banking Association of South Africa (BASA), National Credit Act, TCF (Treating Customers Fairly), Protection of Personal, Information Act (POPIA), NCA (National Consumer Act), TCF (Treating Customers Fairly)
• Liaises with external service providers: Advertising and Direct Marketing agencies, Client Experience agencies, Research firms and vendors, Data & Analytics Agencies, Media agencies.
• The job holder operates within the Banks policies and procedures and liaises with most departments of the bank and specifically the following:

• Internal service providers: Marketing, Data, Finance, IT, Human Resources (Learning and Development), etc.
• Internal clients: Sales and Operations, Call Centre, Product, Credit, Digital teams.
• Internal stakeholders: All departments where there are client touch points.

Journey Design and Journey Management

• Contribute to the design, development, delivery and continuous improvement of customer journeys.
• Lead and design customer journey maps across products and channels, mapping as-is and to-be scenarios where applicable. Own the end-to-end responsibility of the analysis.
• Contribute to the design of personas and empathy for journey design.
• Ensure journeys initiatives reach a cross-team alignment, formalise recommendations and agree with different stakeholders on priorities and ownership of the identified actions.
• Define Key Experience Indicators that will be frequently monitored to evaluate the customer experience performance and implemented improvements.
• Conduct analysis on multiple journeys – report on progress, value and identified friction points.
• Support business teams and or squads to become self-sufficient in basic journeys.
• Act as a coach for new members and/or colleagues that will further execute the methodology as part of the day-to-day job, becoming an embedded methodology for service and product design.
• Be an active advocate of Customer Experience values, support the organisation to become a truly customer centric organisation, and support human centric design.

Voice of Client (VoC) Programme and Measurement Framework

Contribute to the development of a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.

• Support the strategic and tactical book of work and sprints by providing relevant voice of client (VoC) input to inform design and development efforts.
• Provide input to strategic and tactical initiatives to ensure that the VoC and client centricity is understood across the organisation and incorporated into projects and initiatives.
• Design diverse methods and means for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
• Define, communicate and guide practices policies, methods, procedures, standards and tools in relation to VoC and ensure they are understood and, where appropriate, embedded in the business.
• Apply tools and methods to quantify and measure and provide insights to client experiences for the relevant business area for products and digital design, development and/or continuous improvement.
• Design, develop, monitor and analyse surveys and other information/data gathering methods to optimise VoC information.
• Use and optimise all the channels and platforms available for information extraction.
• Refer insights to the Client Experience team for advising business in respect of the insights and any remediation; assist with this where required.
• Collaborate with other departments and functions where voice of client input lands to gather the information, e.g., call centre, social media.

Research and Data Analysis

• Design and implement research methodologies and practices to effectively gather information that ensures a deep understanding of clients needs and expectations Perform analysis to identify client and market trends, what is being done well, where the service or product gaps are.
• Create and suggest solutions to the product development teams, actively informing and contributing to design and continuous improvement efforts and sprints.
• Understand and assess client satisfaction via surveys and net promoter score.
• Measure process turnaround times and service level agreements.
• Optimise the text analytics tool to advance the quality of insights.
• Identify and implement tools which can enhance information collection, understanding and interpretation.
• Use and optimise all the channels and platforms available for information extraction, e.g., WhatsApp, Glia, Teams email, Internet Banking, Business Centre, Relationship Managers, Call Centre, etc.
• Collaborate with other departments and functions where voice of client input lands to gather the information, e.g., call centre, social media.

• Design and implementation of client interaction and client experience metrics, including improvement metrics.

Collaborate with and influence business

• Act as the subject matter expert: be the person to go to for how clients are reacting to products, technology, platforms or processes.
• Embed CX practices and client centricity in the organisation through change management.
• Create a framework which ensures the dissemination and sharing of the right information to the right people at the right time.
• Build constructive relationships at every opportunity to build confidence and value recognition for the outputs.
• Establish effective and collaborative partnerships with Client Experience team members, Digital, Credit, IT, Marketing department and relevant Business Owners.

Essential Competencies:

• Deciding and Initiating Action
• Working with People
• Adhering to Principles and Values
• Relating and Networking
• Persuading and Influencing
• Presenting and Communicating Information
• Writing and Reporting
• Applying Expertise and Technology
• Analysing
• Learning and Researching
• Creating and Innovating
• Formulating Strategies and Concepts
• Planning and Organising
• Delivering Results and Meeting Customer Expectations
• Adapting and Responding to Change
• Coping with Pressures and Setbacks
• Achieving Personal Work Goals and Objectives
• Entrepreneurial and Commercial Thinking

Requirements: Qualification and Skill

• A Master’s Degree in Economic and Management Sciences or Change Management is ideal
• A minimum of an Honours Degree in Industrial/Organisational Psychology or Customer Management
• 5+ years of CX design experience in digital transformation initiatives
• Experience or affinity with the following methodologies: Human Centred Design, Design Thinking; Customer Journey Mapping, Voice of the Client
• Client survey formulation and CX metric analysis
• Use of technology, tools and data to support optimal client experiences
• Use of insights to drive new ways of delivering enhanced client experiences
• Conceptualising and designing client experience strategy and frameworks
• CX insights analysis and improvement implementation
• Stakeholder and vendor management
• Willingness to travel nationally when required
• A valid driver's license and own vehicle is preferred
• Willingness to work or be available overtime and / or weekends if required
• Ability and willingness to work in an open plan environment
• Marketing and client service principles and practices
• Techniques and tools to identify and understand client behaviours
• Human centered design research methodologies
• Data analysis principles and methods
• Facilitation and presentation techniques
• Digital client experience and collaboration/co-creation platforms
• Ability to drive results; lead cross-functional teams, listening skills, facilitate discussions, influence others, foster collaboration and create a space for open dialog and constructive discussions
• Strong analytical skills, good at gathering, analyse complex product/ initiatives processes from data, and manage volumes of information; as well as ability to summarise, get to conclusions
• Open, curious, willing to challenge the status quo and be the first advocate of our customer’s experience
• Knowledge of project management and agile methodologies

If you wish to apply for the position, please send your CV to Kyle Magnussen at

Please visit for more exciting opportunities.

Kyle Magnussen

Recruitment Consultant

CA Finance

CA Global will respond to short-listed candidates only. If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.