Client Experience Lead

Career Stream

Design

Job Purpose

Nedbank CIB is a leading innovator in the corporate and commercial banking industry, committed to delivering exceptional customer experiences to high value clients through cutting-edge solutions and a customer-centric approach. We value creativity, collaboration, and a passion for excellence.
We are seeking a highly skilled and experienced CX Lead to join our team. The ideal candidate will have a strong background in customer experience (CX) strategy, discovery, and analysis, with a deep understanding of the product domain and the competitive, challenging B2B financial market. This role requires a combination of analytical and creative thinking, as well as excellent communication and leadership skills.

Job Responsibilities

Key CX responsibilities:
•    Meaningfully and consistently contribute to, lead and monitor the progress of CX strategy.
•    Understand the product domain and competitive market within the context of the work being delivered in the B2B market to ensure industry best practices are being leveraged .
•    Apply best practice and standardised methodologies and toolkits.
•    Set and test hypotheses related to CX initiatives and improvements.
•    Keep abreast of the latest industry trends, tools, best practices and emerging technologies in CX design to bring innovative ideas to the team.
•    Utilise behavioural data knowledge to analyse, understand, and visualise insights from various data types (Voice of Client, Voice of Process, and Voice of Business) to deliver best-in-class CX.
•    Apply CRM knowledge related to the CX function.
•    Conduct empathy mapping and persona mapping.
•    Create detailed as-is and to-be client journeys maps that visualise the end-to-end customer experience, identifying key touchpoints and opportunities for improvement.
•    Test and validate journeys, aligning with engagement and testing standards to gather insights into client needs, behaviours and pain points through surveys, interviews and usability testing to inform design decisions.
•    Co-create journey templates and insights reporting.
•    Define Key Performance Indicators (KPIs) and Moments of Truth (MOTs) with stakeholders to successfully analyse and measure the impact of CX on customer satisfaction and engagement.
•    Lead journey measurement, orchestration, and ensure adoption of feedback into squads.
•    The ideal candidate should possess knowledge of service design and creating service blueprints.
•    Holistically measure and report on journeys as they align to the CX and broader team strategies. 
•    Continuously monitor customer experience and evaluate the customer experience, implementing iterative improvements based on user feedback and evolving customer needs.
•    Analyse anecdotal and behavioural data: Utilise customer feedback and data analytics to identify trends, measure the effectiveness of design solutions, and make data-driven improvements that align to overall client and business objectives.
•    Ensure visibility of insights by building, maintaining, and reporting on dashboards.
•    Ensure that the client journey meets Legal, Conduct and Communication standards and governance standards to warrant compliance with the various rules and regulations set out by the regulators 

Job Responsibilities Continue

Usability and Quality Assurance:
•    Conduct expert evaluations and usability testing (adhere to existing standards, use existing templates).
•    Introduce new methods for usability testing and other client engagements.
•    Support design consistency across all customer-facing products and platforms, adhering to brand guidelines as far as tone and visual language is concerned in relation to our design standards and governance that’s in place.
Project Management:
•    Demonstrate project management skills within an agile environment.
•    Define requirements and create business cases for CX initiatives.
Meta Skills:
•    Customer focus and empathetic leadership.
•    Adapt and solve problems effectively.
•    Exhibit both analytical and creative thinking that drive innovation.
•    Attention to detail.
•    Facilitate meetings, brainstorms, and critiques with senior stakeholders and cross-functional teams.
•    Build partnerships and collaborate with cross-functional teams by working closely with product managers, developers, marketers, change management and other stakeholders to ensure recommendations are implemented effectively.
•    Strategically plan and make data-driven decisions.
•    Manage and influence senior stakeholders.
•    Communicate effectively, exhibiting active listening skills, clarity and conciseness, empathy and emotional intelligence, confidence, and the ability to give and receive constructive feedback and criticism.
•    Manage time efficiently.
•    Coach and mentor team members.
•    Advocate for CX through promoting client-centred design principles within the organisation, ensuring that customer needs are prioritised in all design and development efforts and take an active interest in the development of the Bank's digital, innovation design and CX methodology/ies.
Future CX Skills:
•    Exhibit expertise and show willingness to learn future CX skills, including short courses and programmes in CX leadership, AI in CX, CCXP, data-driven decision making, journey management, and enterprise ecosystem and digital capability knowledge.
Systems, Tools and Methodologies:
•    Progressive proficiency in tools like Cemantica, Miro, Microsoft Office Suite, 
•    Intermediate knowledge of AI for CX, Figma, Maze, Adobe Analytics/DynaTrace/Similar, CRM, Qualtrics
•    Knowledge of CX measure standards (CSAT, NPS, etc.) as well as behavioural analytics.
•    Journey Mapping/Service Blueprint Design and Design Thinking Methodology

Essential Qualifications - NQF Level

Preferred Certifications

CCXP certification or similar

Minimum Experience Level

8-10 years experience in CX design or related

Technical / Professional Knowledge

Behavioural Competencies