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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:
1. To see what life at Capitec is all about and complete a short assessment, please click here!
2. Once you have completed the above finalize your application by clicking apply below
Purpose Statement
- Lead the design, delivery, and continuous improvement of client experiences across Fraud and Anti-Money Laundering (AML) journeys. This role combines service design, behavioural insight, and risk-aware CX, ensuring that all client interactions are secure, compliant, empathetic, and seamless; especially in high-risk or sensitive scenarios.
- You will own end-to-end CX for complex fraud journeys that span multiple business units, translating business, risk, and client needs into meaningful and trusted client experiences.
Experience
Minimum Requirements
- 6+ years’ experience in Client Experience / Service Design / CX strategy roles.
- Proven experience leading complex journey design and CX delivery.
- Strong service design and journey mapping expertise.
- Experience working with data, research, and CX measurement frameworks.
- Strong stakeholder management across multiple business units.
Preferred Experience
- Exposure to Fraud, AML, Financial Crime, or Risk environments (strong advantage).
- Experience in banking, fintech, or regulated industries.
- Background in behavioural or consumer psychology (advantage).
- Experience in Design Thinking and facilitation.
Qualifications (Minimum)
- A relevant tertiary qualification in Industrial Engineering or Business Management
Qualifications (Ideal or Preferred)
Knowledge
Key Responsibilities
- Lead the operationalisation of CX strategy within Fraud & AML environments.
- Define and embed CX 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.
- Integrate behavioural psychology principles to design effective client communications and interactions.
- Leverage Voice of Client and data insights to continuously refine experiences.
- Define and track CX performance metrics, especially in high-risk journeys.
- Act as the central CX lead across multiple business units impacted by fraud and AML.
- Align stakeholders across product, risk, operations, and compliance.
- Provide thought leadership and mentorship to CX practitioners.
- Drive a culture of trust, simplicity, and client-first thinking.
Key Competencies
- Service Design & Journey Mapping
- Analytical Thinking & Insight Generation
- Stakeholder Influence & Collaboration
- Problem Solving in Complex Environments
- Communication & Storytelling
- Empathy-led Design with Risk Awareness
Skills
- Analytical Skills
- Attention to Detail
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills
Conditions of Employment
- Clear criminal and credit record
Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.
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