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Capitec – Marketing and Communications

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Anga

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To apply, click on the link at the end of the posts and all the best with your applications.

CRM Architect II

Date: 30 Jul 2024

Location: Stellenbosch, Western Cape, ZA

Company: Capitec Bank Ltd

Purpose Statement

  • To be a client engagement technical expert and apply and provide data, systems and engineering know how to support, track, develop and improve client engagement programmes, campaigns and prompts throughout the client engagement life cycle. 
  • To conceptualise, articulate, design and build Client Relationship Management (CRM) solution designs in relation to specific communication programmes, campaigns, and prompt business requirements.
     

Experience

Minimum:

  • >2-3 yrs. technical CRM experience in a client relationship environment or business engineering to understand data, modelling, selection, systems, and integration points in respect of a client centric view.
  • >1 yrs. experience working on Salesforce Marketing Cloud and / or other CRM platforms
  • Experience of working cross functionally with multiple stakeholders.
  • Operating in an environment practicing Agile methodology.

Ideal:

  • >2 years’ experience in CE to understand data, modelling, selection, systems, and integration points in respect of a client centric view
  • >2 years program or business engineering experience project experience.

Qualifications (Minimum)

  • A relevant tertiary qualification in SAFe Program Consultant (SPC) or Similar

Qualifications (Ideal or Preferred)

  • Honours Degree in Information Technology or Similar

Knowledge

Minimum:

  • Salesforce Marketing Cloud
  • Salesforce CRM
  • Process engineering
  • Analytics and modelling
  • System integration, APIs
  • Customer relationship management principles, tools, and methods
  • Understanding of data, modelling, selection, systems, and integration points in respect of a client centric view.
  • Stakeholder engagement and management principles and practices
  • Agile methodology

Ideal:

  • CX or CE Journey mapping
  • Technical CRM program building 
  • AI modelling
  • Digital channel development and integration 
     

Skills

  • Analytical Skills
  • Communications Skills
  • Interpersonal & Relationship management Skills
  • Planning, organising and coordination skills
  • Problem solving skills

Conditions of Employment

  • Clear criminal and credit record

Client Experience (CX) Specialist

Date: 24 Jul 2024

Location: Stellenbosch, Western Cape, ZA

Company: Capitec Bank Ltd

Purpose Statement

To deliver a world class client experience (CX) for Capitec Clients through independently executing activities across the entire CX scope:

  • Applying deep subject matter expertise and research findings to influence the development and integration of CX standards into the product development life cycle, actively using Design Thinking principles.
  • To work independently and assume decision making authority and ownership of the end-to-end delivery (insights, design, measurement and experience testing) of complex CX solutions, in line with the business, product and CX strategies, as well as brand fundamentals.
     

Key Tasks and Accountabilioties

1. Promote CX and brand standards

  • Work with Leads and Management and provide operational input towards the development and implementation of CX standards.
  • Promote CX brand standards during interactions with stakeholders.
  • Where relevant, ensure junior specialists adhere to CX standards.

2. Client insights

  • Conduct research on CX trends and best practice to contribute towards the formulation of CX standards and strategies.
  • Work with Leads and apply experience and subject matter expertise to develop a framework and voice of client (VoC) programme which will successfully enable insights into client experiences, client journeys and client interactions to deliver on current, unmet and future needs.
  • Assume end-to-end responsibility for the design and implementation of diverse methodologies for the collection of client insights pertaining to behaviours, preferences, needs, drivers, pain points, mindset and values, expectations and experience feedback.
  • Conduct research on client needs to inform and enhance CX solutions.
  • Share knowledge with stakeholders and team members to enhance the overall CX capability in Capitec.

3. Client journey design

  • Engage with stakeholders and gain an understanding of business problems.
  • Represent the voice of the client, and translate business problems and requirements into problem statements, research specifications and CX solutions.
  • Assume ownership for designing CX elements for tactical and strategic projects during the DesignThinking cycle.
  • Incorporate insights from CX data and identify enhancement opportunities in products and services.
  • Design cohesive, impactful and functional client journeys in line with business strategies and technical specifications.
  • Facilitate Client Journey design workshops.
  • Where required, assume ownership for sections of CX projects.
  • Support the Lead with compiling CX related reporting.

4. Measurement and experience testing

  • Independently execute data selection methodologies and initiatives to effectively gather information that ensures a deep understanding of clients’ experiences in relation to their expectations.
  • Responsible for delivering analytical insights that identifies client and market trends, what is being done well, where the service or product gaps are.
  • Develop and contract data collection strategies with other Departments within Capitec e.g., call centre, social media.
  • Work with product development teams to incorporate inputs and to inform design and continuous improvement efforts and sprints.
     

Experience

Minimum:

  • 4-6 years in a Client Experience Environment
  • Proven experience in applying CX principles
  • Proven experience in developing, maintaining and enhancing CX elements.
  • Client journey and process mapping 

Qualifications (Minimum)

  • A relevant tertiary qualification in Industrial Engineering or Business Management

Knowledge

Minimum:

  • Client Experience principles and practices
  • Service design principles
  • Research methodologies and application
  • Data analysis and measurement methodologies
  • Facilitation and stakeholder management
  • Design Thinking principles   
  • Consumer psychology / Behavioural psychology

Ideal:

  • Commercial insights relating to CX

Skills

  • Analytical Skills
  • Attention to Detail
  • Communications Skills
  • Planning, organising and coordination skills
  • Problem solving skills

Conditions of Employment

  • Clear criminal and credit record

Click here to apply

All the best with your applications

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