CX Delivery Specialist

CX Delivery Specialist

Title: CX Delivery Specialist

Requisition:142679

Closing Date: 07 November 2025

Specialist Recruiter: William Mtsweni

Job Family

Marketing, Communication and Research

Career Stream

Market Research and Customer Insights

Leadership Pipeline

Manage Self: Professional (MSP)

Job Purpose

Design customer and end-user-centred experiences for all relevant products, services and channels, to deliver value to our customers and employees and drive business value in order to align to the organisation's strategic intent. Client journey measures & thresholds and initiating fixes to improve the overall client experience.   

Job Responsibilities

• Map the as-is experience to uncover short term experience improvement; to improve the Client Jouney.
• Apply best practice and standardised methodologies and toolkits for use across the Cluster business, and drive this within the relevant business units.
• Collaborate with various stakeholders acorss the business in order to execute on the CX methodology .
• Identify fixes to improve the CX whilst working with collabotaively with stakeholders. 
• Run workshops with stakeholders in order develop the desired customer experience for new initaitives identified by business, in order to align to customer needs and address key business objectives.
• Take an active interest in the development of the Bank's Digital, Innovation Design and Customer Experience methodology.
• Collaborate on the development of wireframes in order to meet the objectives of the proposed journey. 
• Understand the competitor landscape in crafting the desired CX, in order to ensure industry best practices are being leveraged.
• Provide feedback and recommendations to senior business stakeholders in line with creating a better client and employee experience. 
• Ensure that the client journey meets Conduct and Communication standards to warrant compliance with the various rules and regulations set out by the regulators.

Essential Qualifications - NQF Level

Preferred Qualification

• BCom degree in Finance, Economics, Management or any related degree.

Preferred Certifications

• CCXP – Certified Customer Experience Professional

Minimum Experience Level

• 5 to 10 Years banking experience
• Product Knowledge (Juristic: Transactional banking, Global Payment / Global Trade)
• Crafting and execution of customer experience strategy
• Stakeholder management
• Journey Mapping/ Blue Print Design and Design Thinking Methodology
• Understanding of metrics/ measurement
• Knowledge of Agile Methodology, behavioural economic

Technical / Professional Knowledge

Behavioural Competencies