C
CX Lead at Capitec Bank
Capitec Bank
October 6, 2026
Full-time
On-site
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
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