CX Lead at Capitec Bank Ltd, Stellenbosch – Client Experience & Fraud Journey Design
Capitec Bank Ltd · Stellenbosch, ZA
Closing Date: Not specified
Location: Stellenbosch, South Africa
Work Arrangement: Onsite
Employment Type: Full-time
Organisation: Capitec Bank Ltd
Category: Client Experience, Service Design, Fraud Prevention, Risk Management
Capitec Bank Ltd is seeking an experienced CX Lead to design and improve client experiences across Fraud and Anti-Money Laundering journeys. This strategic role combines service design, behavioural insight, and risk-aware client experience to ensure secure, compliant, empathetic, and seamless interactions in high-risk scenarios. If you have proven expertise in complex journey design and stakeholder management within regulated environments, this position offers an opportunity to lead meaningful transformation in client-centred fraud and AML services.
Overview
The CX Lead will own end-to-end client experience for complex fraud journeys spanning multiple business units. This role translates business, risk, and client needs into meaningful and trusted experiences that balance empathy with regulatory requirements and fraud risk considerations. The position requires a blend of service design expertise, analytical thinking, and the ability to influence stakeholders across product, risk, operations, and compliance teams.
Key Responsibilities
As CX Lead, you will be responsible for driving client-centric innovation in fraud and AML environments through the following core functions:
- Lead the operationalisation of CX strategy within Fraud and AML environments, embedding standards that balance client empathy with regulatory and fraud risk requirements
- Own and design end-to-end client journeys from awareness and prevention through to investigation and resolution
- Lead design thinking processes to create solutions that are both client-centric and risk-aware
- Apply service design methodologies and integrate behavioural psychology principles to design effective client communications and interactions
- Leverage Voice of Client and data insights to continuously refine experiences and improve outcomes
- Define and track CX performance metrics, especially in high-risk journeys, ensuring measurable improvements
- Act as the central CX lead across multiple business units impacted by fraud and AML, aligning stakeholders across diverse functions
- Provide thought leadership and mentorship to CX practitioners within the organisation
- Drive a culture of trust, simplicity, and client-first thinking throughout all fraud and AML touchpoints
Requirements
Minimum Experience
- At least 6 years' experience in Client Experience, Service Design, or CX strategy roles
- Proven experience leading complex journey design and CX delivery initiatives
- Strong service design and journey mapping expertise with demonstrated results
- Experience working with data, research, and CX measurement frameworks
- Strong stakeholder management capabilities across multiple business units
Preferred Experience
- Exposure to Fraud, AML, Financial Crime, or Risk environments is a strong advantage
- Experience in banking, fintech, or regulated industries
- Background in behavioural or consumer psychology
- Experience in Design Thinking methodologies and facilitation
Qualifications
Minimum: A relevant tertiary qualification in Industrial Engineering or Business Management
Key Competencies
- Service Design and Journey Mapping
- Analytical Thinking and Insight Generation
- Stakeholder Influence and Collaboration
- Problem Solving in Complex Environments
- Communication and Storytelling
- Empathy-led Design with Risk Awareness
Essential Skills
- Analytical skills
- Attention to detail
- Communication skills
- Planning, organising, and coordination skills
- Problem solving skills
Conditions of Employment
Successful candidates must have a clear criminal and credit record. Capitec is committed to diversity and, where feasible, all appointments will support the achievement of employment equity goals.
About Capitec Bank Ltd
Capitec Bank Ltd is a leading South African retail bank known for its simplified, accessible, and affordable banking solutions. The bank is committed to delivering exceptional client experiences while maintaining strong risk management and regulatory compliance standards. Capitec focuses on innovation, digital transformation, and client-centric service delivery across all its banking products and services. The organisation values diversity, continuous improvement, and empowering both clients and employees through transparent and straightforward banking practices.
How to Apply
Interested candidates should follow a two-step application process. First, visit the Capitec talent community page to learn about life at Capitec and complete a short assessment. Once completed, finalize your application through the official careers portal.