Title:  CX Delivery Specialist

Job Requisition and Recruiter Details

Title: CX Delivery Specialist
Requisition: 145624
Division: Product Design & Innovation
Closing Date:  19 May 2026
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 Transactional Products onboarding, servicing and payments across channels, to deliver value to our customers and employees driving business value to align to the organisation's strategy. Interpret and understand Client journey measures & thresholds to initiate fixes to improve the overall client experience.  

Job Responsibilities

• Map the as-is client journeys to uncover client pain points and CX improvements; to optimise the client experience.
• 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 across the business in order to execute on the CX methodology.
• Identify fixes to improve the CX whilst working collaboratively with stakeholders across channels and segments.
• Run workshops with stakeholders in order develop the desired customer experience for new initiatives 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 Governance standards to meet compliance requirements with the various rules and regulations set out by the regulators.
• Ensure CX guardrails are applied.
• Use complaints data, operational insights, and channel (branch, NCC, digital, client services) feedback to identify emerging CX risks and improvement opportunities.
• Interprets CX measurements and puts mitigating actions in place to ensure acceptable scores.
• Supports product migrations, card regrades, dormancy initiatives, and TP change programmes, with specific accountability for CX impact and client communications.
• Reviews and shapes client facing and staff enablement communications (SMS, email, in app, branch and NCC briefings) to ensure clarity, fairness, and compliance.

Essential Qualifications - NQF Level

Preferred Qualification

• BCom (Economics, Management, Marketing) qualification OR Engineering qualification OR UX/UI qualification

Preferred Certifications

• CCXP (Certified Customer Experience Professional) 

Minimum Experience Level

• At least 5 years banking experience
• Experience in customer experience strategy
• Process optimisation
• Proficient in Microsoft Office
• Stakeholder management
• Journey Mapping

Exposure to: 

• Customer journey mapping
• CX measurement (e.g., NPS, CSAT)
• CX execution and improvement initiatives
• Digital channels
• Analytics and interpretation
• Agile principles

Technical / Professional Knowledge

Behavioural Competencies