Team Lead: Client/Customer Experience (CX) (CH789

Our client in Retail Banking is looking for a talented and experienced lead Client / Customer Experience specialist to join our growing team. This exciting position will give you the opportunity to shape our client experience across all client touch points, from human in the loop to all our digital platforms and products. You will be leading a team of CX specialists, as well as overseeing and enhancing our client experience practices across Retail banking.


ABOUT YOU

You have a great track record of designing, executing and measuring customer experience across multiple client touchpoints. Experience in leading a team of professionals and passionate about client experience. You always think client first, however, consider the big picture from concept to execution. You love working with a team and are adept at collaborating with multiple stakeholders across job functions.
You''re a clear and articulate communicator, who thrives in a fast-paced and collaborative environment.

Education (Minimum)
Grade 12 National Certificate / Vocational
Education (Ideal or Preferred)
A relevant tertiary qualification
Knowledge and Experience

EXPERIENCE

Min:
A related tertiary qualification (Degree / Diploma) in design/client/user experience/marketing
6 years’ proven experience in marketing, client communication, client interaction management, research, project delivery & implementation
2 years’ experience in managing a team of specialists within an Agile environment.
Knowledge of psychology and behaviour change as it pertains to CX/UX behaviours
Strong collaboration and communication skills
Ideal:
Previous experience working in the financial sector
KNOWLEDGE

Min:

Must have detailed knowledge of:
Strong conceptualization ability and visual communication ability
Design skills, production value and attention to detail
Analytical, diagnostic and problem-solving skills
Understanding of Agile Practices
A thorough understanding of simplified client/user-centred design methodologies is a must.
Resource scheduling practices
Ideal:
Detailed knowledge of:
Business-to-Client marketing and communication.
Needs, preferences, pain points, communication styles of small and medium-sized enterprises.
Solid understanding of:
The Bank’s business model
Banking systems and digital banking channels.
Skills
Communications Skills
Facilitation Skills
Interpersonal & Relationship management Skills
Presentation Skills
Problem solving skills
Competencies
Adapting and Responding to Change
Creating and Innovating
Deciding and Initiating Action
Leading and Supervising
Learning and Researching
Planning and Organising
Presenting and Communicating Information
Delivering Results and Meeting Customer Expectations
Additional Information
Clear criminal and credit record
General:
Only shortlisted candidate