Job Description

To provide expertise, advice and formulate/document the customer journey experience across the business interacting with customers across channels, products, segments and platforms to understand customer needs, behaviours and expectations in order to provide strategic insight to the Business to ensure informed decisions are made and enhance the customer journey.

Hello Future CX Design Specialist

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our team in FNB Commercial Merchant Services, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

Enhance the customer experience through continuously innovating, driving change, awareness and collaboration across relevant business areas

Utilise customer insights to design deliberate customer experiences utilizing CX design tools and frameworks  

Understand customer needs, contribute to the design of the customer experience and manage expectations throughout the customer life cycle (including but not limited to customer journey design, creation of personas, empathy maps, user stories, prototypes and wireframes and analysis of data across a variety of interfaces)

Lead and support the design of end-to-end customer journeys across multiple touchpoints.

Collaborate closely with product teams to embed customer-centric design principles into product development.

Arrange workshops and create awareness of customer experience initiatives and changes to relevant stakeholders

Analyse information and reports to identify trends, discrepancies and inconsistencies for decision making purposes

Measure the efficacy of customer experience enhancements and prepare reports to be shared with key stakeholders in a timely manner

Advocate for customer centricity across the business

You will be an ideal candidate if you:

Have a completed Bachelor’s Degree

Have 2 to 5 years’ experience in CX, service design, communication, client engagement, marketing or related field

Have demonstrated Customer Journey design experience/ knowledge

Problem solver (design thinking)

Have the ability to engage and influence stakeholders

Excellent communication and stakeholder engagement skills

You will have access to:

Opportunities to network and collaborate

A challenging working environment

Opportunities to innovate

Growth and learning opportunities

We can be a match if you are:

Adaptable and curious

Great Listener

Creative

Proactive

Influential

Client-centric

Good communicator

Team player and collaborator

#Post

#FNB

#LI-KN4

Apply now if you are interested in taking the next step. We look forward to engaging with you!

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

20/08/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.