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Product Head: Personalisation & Insights
Date: 13 Nov 2024
Location: Stellenbosch, Western Cape, ZA
Company: Capitec Bank Ltd
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.
Join Us in Becoming the Best Bank in the World!!
We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.
Who We Are
We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.
Why Choose Us
At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.
About the Role
As the Product Head, you will take full ownership and accountability for driving Client Insights, transforming strategic direction into an exceptional product that sets the standard for excellence. You will lead a dynamic, dedicated team, fully engaged in every phase of the product lifecycle. Your mission is to harness client feedback and insights to inspire innovative planning and ensure seamless delivery, ultimately creating a product that not only meets but anticipates the needs of our clients. In the Client Analytics domain, the Product Head will be responsible for leading a team of data engineers, data analysts, machine learning and data scientists to drive client personalization and data-driven insights within the organization. This role involves managing a large team, leveraging data to deliver personalized client experiences, optimizing product usage, and enhancing client engagement and retention.
Minimum Requirements
- Completed bachelor’s degree
- 10+ yrs experience in business management at a senior level in an innovative high performing environment, ideally banking or FinTech.
- 5+ years’ experience managing products.
- Business and product vision; has had ownership responsibility for a product previously.
- Product management where there are multiple initiatives with competing priorities and so experience in influencing multiple diverse stakeholders, both business and technology.
- Working at strategic, tactical and technical levels.
- Career experience to include some time in one or more technical roles.
- Communicating with technical and non-technical senior stakeholders across multiple business units.
- Using data and metrics to test theories, confirm assumptions, and measure success
- Earning trust across different levels and multiple groups of a large organization
- Usability studies and/or customer research principles and methods.
- Client development and product validation through customer feedback.
- Using influence and relationships to drive and achieve objectives.
- Leading and guiding multi-functional teams with a single product operating model
- Leading and having oversight of remote / hybrid teams.
Knowledge and skills
- Strategic and commercial thinking; able to think about problems from a business perspective using people, technology and product input.
- Business acumen and systems thinking; able to take a ‘big picture’ view, assess, make a logical, sound decision and influence others to achieve objectives.
- Financial acumen – sufficient to effectively operate own cost centre
- People leadership and management practices to empower, create focus and delivery.
- Organising, planning and prioritising work.
- Data-driven approach; analytical and quantitative skills.
- Technologically literate and able to adapt to new technologies.
- Able to dive deep in understanding the product, the business, and the competitive landscape.
- Able to present complex technical information in a clear and concise manner to a variety of audiences.
Additional Information
- Clear criminal and credit record
Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.
Client Experience (CX) Specialist I
Date: 8 Nov 2024
Location: Sandton, GT, ZA
Company: Capitec Bank Ltd
Join Us in Becoming the Best Banking Group in the World!!
We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.
Who We Are
We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.
Why choose Us
At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.
About the role
As a CX Specialist, you will get to leverage your deep subject matter expertise and research to shape the integration of CX standards within the product development lifecycle, applying Design Thinking principles along the way. You’ll work independently, making decisions and taking ownership of end-to-end delivery—including insights, design, measurement, and experience testing—of complex CX solutions. These efforts will align with business objectives, product and CX strategies, and core brand principles.
Key Performance Areas:
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.
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.
Key Performance Areas (continued):
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 Design Thinking 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.
- Support the Lead with compiling CX related reporting.
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.
Qualifications (Minimum)
- A relevant tertiary qualification
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
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
Skills
Skills
- Analytical Skills
- Attention to Detail
- Communications Skills
- Planning, organising and coordination skills
- Problem solving skills
If you are interested in being part of this dynamic team, on a mission to build the best financial services group in the world through unlocking the potential of its people, please apply. We would love to hear from you!
Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.
Conditions of Employment
- Clear criminal and credit record
Business Analyst III
Date: 31 Oct 2024
Location: Stellenbosch, Western Cape, ZA
Company: Capitec Bank Ltd
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.
Join Us in Becoming the Best Bank in the World!!
We appoint energized and motivated people for their potential and continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud of and earns the trust of our clients.
Who We Are
We are a bank, but we’re much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.
Why choose Us
At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy and take Ownership. And to support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.
About the Role
Key to this role is the engagement with various stakeholders across Business, Technology and the Product teams to ensure that detailed & systematic business requirements, functional specifications, process mapping and solution design is complete and translated to the technical team for solution development and followed up with rigorous testing prior to production. The Senior Business Analyst will also play a supporting role to the Product Manager and will provide input into team management decisions and strategic direction as well as driving the delivery of such. Included in the role would be input, advice, implementation of controls and actively participating in the necessary governance and audit bodies, forums, and activities to maintain and evidence the required controls within the Client Engagement Delivery environment.
Minimum Experience
- A relevant tertiary qualification in Information Technology or Diploma in Business Analysis
- 7+years working experience as a BA in a wide variety of situations, contexts and complexities.
- Business and data analysis and understanding of business process and translating requirements into business processes, context diagrams, visual explanations, etc.
- Functional and business process design
- Communication and translation of information across business and technical environments (Interface between business and Technology)
- Design of evidence-based best practice solutions and Stakeholder engagement and collaboration
- Project Management principles and relevant development lifecycle experience
- Agile development lifecycle principles and experience and understanding of systems and the Systems Development Life Cycle (SDLC)
Ideal
- Banking Industry Knowledge
- Knowledge and experience working with CRM, client, digital, marketing technology engagement platform and systems
- Experience with Salesforce would be an advantage
Functional Skills
- Translating business requirements (into business processes, context diagrams, visual explanations, etc.)
- Business Process Modelling Skills
- Software Testing skills
- User story writing (including Work breakdown, sizing)
- Design Thinking
- Systems Thinking
Additional Information
- Clear criminal and credit record
Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.
All the best with your applications
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