CX Journey Design Practice Lead

Job Requisition and Recruiter Details

Title: CX Journey Design Practice Lead 
Requisition: 144095
Department: Product Design and Innovation
Closing Date: 19 March 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

To define, govern, and manage the journey measurement and diagnostic framework across PPB, ensuring journeys are measurable, monitored, and optimised. This role consolidates measurement data into insights that inform executive decision making. To ensure that maximum value and synergies are achieved across the organisation, through a very deliberate client journey management process involving strong collaboration across the CX value chain. 

Job Responsibilities

• Lead cross squad journey mapping initiatives and consolidate E2E journey views
• Govern HCD and inclusive design standards across experience design activities
• Facilitate complex, multi-squad journey design workshops
• Identify journey-level friction points and prioritise improvement opportunities
• Partner with product design teams to embed best practice service design principles
• Maintain the PPB wide journey architecture and taxonomy
• Translate design artefacts into actionable problem/opportunity statements
• Ensure design alignment with CX insights, diagnostics, and strategy
• Friction & opportunity identification
• Complex journey facilitation
• Define diagnostic KPIs, measurement models, and threshold expectations
• Track, consolidate, and govern journey measurement across all squads
• Build dashboarding, reporting, and diagnostic artefacts for leadership
• Conduct deep dive diagnostic investigations into priority journeys
• Assess journey-level performance, drivers, and root causes
• Partner with CX Research, Design, and Product to drive improvement actions
• Ensure data quality, measurement consistency, and standard methodology adherence

Measurement & Journey Diagnostics:

• CX metrics definition (NPS, journey KPIs, diagnostic measures)
• Journey effectiveness tracking & governance
• Diagnostic reporting and visualisation
• Deep-dive journey diagnostic investigations
• ROI measurement & CX performance analytics

Skills & Competencies

• Strong analytical & data interpretation skills
• Collaboration and Proficiency in customer measurement frameworks (NPS, CES, FCR, etc.)
• Ability to create diagnostic models & measurement architectures
• Experience in dashboarding & insights translation
• High comfort with complex, ambiguous data environments
• Establish 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 Cluster to ensure team synergies and maximum value is achieved
• Run workshops to collaborate with relevant stakeholders to develop the desired customer experience for new value propositions or strategic initiatives in order to align to customer needs and address key business objectives.
• Engage directly with senior stakeholders and third-party suppliers.
• Take an active interest in the development of the Bank's Digital, Innovation Design and Customer Experience methodology.
• Provide day to day support to other project members on the application of Nedbank's client-centred design methodologies to ensure a creative approach to delivering customer value.
• Contribute to the conceptual development and delivery of Visual Design work to meet the objectives of the proposed journey.
• Create a competitive and successful CX function through understanding competitor activity and acting to leverage opportunities.
• Provide guidance to senior stakeholders within the organisation for potential areas of improvement of customer experience.
• Achieve quality and cost competitiveness which is made transparent to the customer by providing structured services which are benchmarked to the industry.

People Specification

Essential Qualifications - NQF Level

Preferred Qualification

 NQF 7 – Bachelors degree in any of the following disciplines :

• Commerce, Informatics, Psychology, Behavioural Economics
• Design (Service Design, Interaction Design, UX, Industrial Design)
• Human Centred Design / Design Thinking
• Industrial Psychology
• Information Systems
• Business Science / Commerce (with analytics or strategy focus)

Preferred Certifications

• CCXP (Certified Customer Experience Professional)

Minimum Experience Level

• 8 – 10 years’ experience
• At least 5–7 years in senior CX / service design / journey leadership roles
• At least 5-7 years journey Mapping/ Blueprint Design and Design Thinking Methodology, understanding of metrics/ measurement. Knowledge of Agile Methodology, behavioural economics, UX/UI (Design and Prototyping) and user-experience testing. 

Technical / Professional Knowledge

Behavioural Competencies