Customer Experience (CX) Designer - Home Loans

Job Classification

Requisition: 145487
Title: CX Designer
Function: Product Design & Innovation| Home Loans
Location: Sandton (Hybrid)
Closing Date:07 August 26
Recruiter: William Mtsweni

Job Family

Marketing, Communication and Research

Career Stream

Market Research and Customer Insights

Leadership Pipeline

Manage Self: Professional (MSP)

Job Purpose

The CX Design (Home Loans) is responsible for supporting the business achieve it’s strategic objectives by designing, executing, and continuously improving customer journeys within the Home Loans Business. The role focuses on identifying and resolving customer and employee pain points, delivering high value CX improvements, and supporting the execution of journey led initiatives that improve client satisfaction, operational efficiency and commercial outcomes, in alignment with Nedbank’s PPB strategy and CX methodologies. This role is suited to a client centred practitioner who thrives in delivery, collaboration and practical problem solving, and who wants to grow their capability within a leading Product Management environment in a digital bank.

Job Responsibilities

Journey Design & Management

• Be accountable for the design, execution, measurement and continuous improvement of customer journeys within the Home Loans value chain across internal and external channels.
• Design, manage and support the execution, measurement and performance tracking of desired customer journeys across the Home Loans lifecycle, aligned to Nedbank strategy and Cluster priorities.
• Map as is customer and employee experiences to identify short term improvement opportunities that enhance the client journey.
• Proactively identify CX gaps, pain points and experience deltas between proposed and existing journeys.
• Support the rapid execution of small change, high value initiatives that materially improve customer experience outcomes.

CX Delivery & Execution

• Contribute to and support delivery teams in implementing to be customer experiences and experience fixes.
  Assist in leading cross functional teams to deliver outcomes related to CX improvements and journey fixes.
  Ensure quality, consistency and customer centred outcomes in delivered solutions.

Stakeholder Collaboration

• Collaborate with stakeholders across the Cluster (Product, Operations, Digital, Risk, Group Technology, Marketing and Compliance) to ensure aligned execution and maximum value delivery.
• Engage directly with senior stakeholders and third party suppliers where required, supporting CX driven initiatives.
• Provide CX input and guidance to stakeholders for potential customer experience improvement opportunities.

Workshops, Research & Co Creation

• Support and run CX and journey design workshops to co create desired customer experiences for new value propositions or strategic initiatives.
• Apply client centred design principles to ensure journeys are aligned to real customer needs and behaviours.
• Assist with customer research synthesis, journey insights and opportunity identification.

Methodology, Standards & Tools

• Ownership of CSAT, NPS, CES, complaints, conversion drop-offs, etc from a Home Loans context.
• Help establish and apply best practice, standardised CX methodologies and toolkits across the Cluster.
• Take an active interest in the ongoing development of Nedbank’s Digital, Innovation Design and CX methodologies.
• Provide day to day support to CX and project team members on the application of Nedbank’s client centred design standards.
• Contribute to the conceptual development and delivery of visual design artefacts (journey maps, service blueprints, experience visuals) in support of proposed journeys.
• Ensure visual outputs clearly communicate experience intent, pain points and improvements.

Market Awareness & Continuous Improvement

• Monitor and understand competitor CX activity and market trends to identify opportunities that strengthen Nedbank’s CX capability.
• Support the development of a competitive, high performing CX function within the Home Loans environment.
• Contribute to achieving quality and cost competitiveness, ensuring CX services are benchmarked against industry standards and transparent to customers.

Essential Qualifications - NQF Level

Preferred Qualification

• Undergraduate Degree (required) 
  Preferred fields: Commerce, Informatics, Behavioural Economics, Customer Experience and Design, Industrial Psychology, Information Systems or related disciplines.

Preferred Certifications

Certifications in Agile Methodology, SCRUM or User Design would be an advantage

Minimum Experience Level

• Minimum 3 years’ relevant work experience in one or more of the following: 
  • Customer Experience
  • Journey Management
  • Service Design
  • Digital or Process Improvement roles
• Exposure to Retail banking, financial services and Mortgages is essential
• Experience supporting cross functional teams, workshops or delivery initiatives is preferred.

Technical & Professional Skills

• Strong analytical and problem solving skills
• Understanding of CX, Journey Mapping and Service Design principles
• Exposure to client centred design methodologies
• Ability to translate insights into practical, executable improvements
• Experience with CX artefacts (journey maps, pain point analysis, experience metrics)
• Agile concepts including Agile Estimation and Prioritisation
• Research methodologies
• Process design, improvements and measurements
• Facilitation techniques

Technical / Professional Knowledge

Behavioural Competencies