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Stellenbosch, Western Cape, South Africa · On-site
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Full-time
bachelor degree
Posted 1d ago
Apply by Aug 12
~40 hrs/week
Responsibilities
Lead the design and continuous improvement of client experiences within Fraud and Anti-Money Laundering journeys. Balance client empathy with regulatory and risk requirements to create secure and seamless interactions.
Requirements
Requires 6+ years of experience in CX or Service Design with a relevant tertiary qualification in Industrial Engineering or Business Management. Experience in banking, fintech, or risk environments is strongly preferred.
Full job description
Apply by:
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.
Join 26 million South Africans who bank smart and pay less with our affordable banking solutions.
Industry
Banking
Company size
10,001+ employees
Founded
2001
Headquarters
Stellenbosch, Western Cape
LinkedIn followers
982,133
Imagine simple, affordable banking solutions that work for you – just like it does for over 25 million South Africans. They’re banking smart, paying less and getting more value every day with us.
With 880 branches and a team of over 16,900, we’re here to grow with you.
Offices: 5 Neutron Road, Stellenbosch, Western Cape 7600, ZA · 5 Neutron Road, Stellenbosch, Western Cape 7600, ZA
One solution to your money managementBankingFinancial Services
How many Finance & Accounting jobs are open in Stellenbosch, South Africa right now?
There are currently 24 open finance & accounting positions in Stellenbosch, South Africa listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Finance & Accounting roles in Stellenbosch, South Africa?
Companies currently hiring include Capitec, Fiskal, Kerv, Liquid Thought, OUTsurance, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Finance & Accounting jobs in Stellenbosch, South Africa?
Yes — 3 of the 24 open finance & accounting positions offer remote or hybrid work (0 remote, 3 hybrid).
How do I apply for Finance & Accounting jobs in Stellenbosch, South Africa?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.