338 Customer Experience Director jobs in South Africa

A dynamic opportunity is available for a Customer Journey Optimization Specialist   in Cape Town , focused on optimizing and managing conversion rates for marketing campaigns. This role involves conducting in-depth analysis and testing to identify the most effective strategies aimed at improving acquisition conversions. The ideal candidate will be deeply passionate about digital marketing, with a solid understanding of key concepts such as A/B testing and web analytics.

A successful Customer Journey Optimization Specialist  should showcase a proven track record of driving conversion improvements across various industries and possess a portfolio of successful campaigns.

Your key job  responsibilities as the Customer Journey Optimization Specialist  in Cape Town  will include:

Requirements for this Customer Journey Optimization Specialist  job  in Cape Town :

Are you ready to take your digital marketing skills to the next level? Join our client in Cape Town  as a Customer Journey Optimization Specialist  and play a pivotal role in driving marketing success! If you’re passionate about optimizing conversion rates and have a track record of impressive results, we want to hear from you! Don’t miss this chance to make a real impact—apply today  and let’s transform the future of marketing together!

Shape the Future of Service Excellence with Ten!

Driving Innovation. Building Trust. Redefining Service Excellence.

Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world’s leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten’s services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.

Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives.

We’re profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we’re setting the standard for sustainable growth and technology, AI driven innovation.

For more information, check out our Welcome to Ten video !

We’re looking for a User Experience Researcher to join our growing Product Design team, helping us deeply understand the people at the heart of our work, from members using our discovery and booking platforms, to Lifestyle Managers using internal tools like Ten MAID.

This is a pivotal role in shaping how we identify user needs, validate ideas, and build experiences that are both intuitive and impactful. You'll work closely with designers, product managers, and stakeholders across the business to embed research into everything we do.

• Plan and conduct qualitative and quantitative research across both member-facing products and internal tools (e.g. Ten MAID).
• Turn research findings into clear, actionable insights that inform product strategy, prioritisation, and design.
• Collaborate with product managers, designers, and engineers to frame problems, validate concepts, and refine solutions.
• Build strong relationships with stakeholders across the business to advocate for a user-first mindset.
• Develop and maintain research artefacts, including personas, journey maps, and experience principles.
• Champion inclusive, ethical research practices and help upskill the broader product and design teams in lightweight methods.
• Shape and evolve our approach to discovery, continuous research, and insight-sharing.

We’re building experiences that serve a diverse range of people, from luxury travellers to expert lifestyle concierges. As our first dedicated research hire, you’ll help establish and scale our research practice, making a tangible difference to the products we ship and the people we serve.

• Proven experience as a user researcher in a product or design team, ideally across both B2C and internal tools.
• Skilled in a wide range of research methods such as interviews, usability testing, diary studies, surveys, data analysis and choosing the right approach for each need.
• A practical, hands-on mindset with the ability to work autonomously but collaboratively.
• Excellent communication and storytelling skills, with an ability to bring the voice of the user to life for varied audiences.
• Comfortable navigating ambiguity and complexity, with a desire to untangle and illuminate.
• Confident partnering with senior stakeholders and making a clear case for evidence-led decisions.
• Fluent in English

• Experience working with tools such as Airtable, Jira, Confluence.

• Located in Cape Town, South Africa.
• Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office.
• A secure home office at your confirmed address, free from background noise or other distractions.
• You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

Job Description

To translate the user journeys into an omni-channel experience by constructing high fidelity screen flows using existing User Interface symbols and User Interface patterns as specified in our User Experience Design System

• Hello Future User Experience Designer

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, 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.

• Key Responsibilities:
• Translating the user journeys into an omni-channel experience by constructing high fidelity screen flows using existing User Interface symbols and User Interface patterns as specified in our User Experience Design System
• Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map.
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement.
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy.
• Monitor customer feedback reports and align processes to maximise efficiencies.
• Provide project status updates Interpret project briefs correctly from business stakeholders Conduct regular project touch bases with business and development to ensure UX design standards are upheld Ensure all project UX deliverables are uploaded and readily available when needed.
• Provide support to internal team members and external OCEP partners in terms of UI patterns and UX standards.
• Participate in project JADs with project stakeholders including business analysts, system analysts and developers and QA testers to provide support and help guide the proposed user experience by clarifying business requirements and understanding any technical constraints.
• Ensure user journeys are constructed and clearly defined.
• Ensure correct symbols, UI patterns and UX standards are adhered to and applied when constructing screen flow experiences.
• Ensure decisions are backed by best practice principles and be able to defend and motivate design choices.
• Perform User Acceptance Testing (UAT) in test environments to ensure the screen flows constructed are implemented correctly by development from a UX standards perspective.

• Liaise with a Copywriter and UI Designer within the team to ensure copy standards are adhered to and consistently applied across all screen flows to ensure any iconography, illustrations and background imagery are constructed and incorporated into the necessary screen flows.

• We would love to see applicants who are:

• Dynamic and thrive in a fast-paced environment
• Driven by a desire to create exceptional experiences.
• Able to participate in planned activities that are appropriate for own development.
• Able to display and encourage an appreciation of teamwork and inclusivity.

• Able to develop, encourage and nurture collaborative relationships across area of specialisation

• You will have access to:

• Opportunities to network and collaborate.
• Challenging Work.

• Opportunities to innovate.

• Dare to imagine the change with us, if you are:

• An adaptable problem solver who does not fear change but thrives from it
• A disruptor in your field of UX design

• An initiative taker who identifies opportunity and improves

• You'll excel with experience in:

• Designing on Figma and FigJam
• Adobe Creative Cloud
• Passion for taking ideas and making them real
• Innovation is in your DNA, you're a disruptor and risk taker
• Related degree.

• 3+ years related experience

• POST
  
• FNB
  #LI-LR1

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.

07/10/25

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.

Shape the Future of Service Excellence with Ten

Driving Innovation. Building Trust. Redefining Service Excellence.

Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten's services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.

Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives.

We're profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we're setting the standard for sustainable growth and technology, AI driven innovation.

For more information, check out our Welcome to Ten video

About the role

We're looking for a User Experience Researcher to join our growing Product Design team, helping us deeply understand the people at the heart of our work, from members using our discovery and booking platforms, to Lifestyle Managers using internal tools like Ten MAID.

This is a pivotal role in shaping how we identify user needs, validate ideas, and build experiences that are both intuitive and impactful. You'll work closely with designers, product managers, and stakeholders across the business to embed research into everything we do.

Key Responsibilities

• Plan and conduct qualitative and quantitative research across both member-facing products and internal tools (e.g. Ten MAID).

• Turn research findings into clear, actionable insights that inform product strategy, prioritisation, and design.

• Collaborate with product managers, designers, and engineers to frame problems, validate concepts, and refine solutions.

• Build strong relationships with stakeholders across the business to advocate for a user-first mindset.

• Develop and maintain research artefacts, including personas, journey maps, and experience principles.

• Champion inclusive, ethical research practices and help upskill the broader product and design teams in lightweight methods.

• Shape and evolve our approach to discovery, continuous research, and insight-sharing.

We're building experiences that serve a diverse range of people, from luxury travellers to expert lifestyle concierges. As our first dedicated research hire, you'll help establish and scale our research practice, making a tangible difference to the products we ship and the people we serve.

Essential requirements:

• Proven experience as a user researcher in a product or design team, ideally across both B2C and internal tools.

• Skilled in a wide range of research methods such as interviews, usability testing, diary studies, surveys, data analysis and choosing the right approach for each need.

• A practical, hands-on mindset with the ability to work autonomously but collaboratively.

• Excellent communication and storytelling skills, with an ability to bring the voice of the user to life for varied audiences.

• Comfortable navigating ambiguity and complexity, with a desire to untangle and illuminate.

• Confident partnering with senior stakeholders and making a clear case for evidence-led decisions.

• Fluent in English

Preferred requirements:

• Experience working with tools such as Airtable, Jira, Confluence.

Guidelines for Hybrid/Home Office :

• Located in Cape Town, South Africa.
• Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office.
• A secure home office at your confirmed address, free from background noise or other distractions.
• You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients' members would
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

An opportunity exists for a UI/UX Designer who will be responsible for developing and improving the quality of our user experience with our digital platforms, through user research. Ultimately responsible to making our digital offering more user-friendly and intuitive in order to attract and retain customers.

Permanent, Cape Town based

Minimum Requirements

5-7 years experience as a UX/UI Designer

B. Com Informatics/B. Engineering/ B.Sc. or related degree

Proven experience as a UX Designer, UI Designer or similar role

A strong portfolio of successful UX and other technical projects is essential

Background in project management and research

Familiarity with interaction design and information architecture

Proficient in design software (e.g. UX Pin, Balsamiq)

Knowledge of HTML/CSS; JavaScript is a plus

Responsibilities

• Building the UX Design capability from the ground up
• Conducting user research and testing
• Developing wireframes and task flows based on user needs
• Collaborating with Designers and Developers to create intuitive, user-friendly software
• Understand product specifications and user psychology
• Conduct concept and usability testing and gather feedback
• Create personas through user research and data
• Define the right interaction model and evaluate its success
• Develop wireframes and prototypes around customer needs
• Find creative ways to solve UX problems (e.g. usability, findability)
• Work with UI designers to implement attractive designs
• Communicate design ideas and prototypes to developers
• Keep abreast of competitor products and industry trends

Only candidates matching the role criteria and experience will be contacted.

Experience Required

● 
5+ years
of experience in 
product design
, showcasing 
complex, large-scale
product initiatives and 
innovative
design solutions.

● Proficiency in 
leading product design projects
from research to final implementation, including advanced 
prototyping
and 
design tools
.

● Strong knowledge of 
usability testing
, 
data analytics
, 
interaction design
, and 
business strategy
.

● Demonstrated 
thought leadership
(articles, conference talks, or internal evangelism) and 
team mentorship
experience.

Minimum Qualifications

● Bachelor's degree in 
Design, Business
, or related field.

● 
Advanced
knowledge of 
product lifecycle management
, 
design thinking
, and 
Lean UX
or 
Agile
frameworks.

● Familiarity with 
SAFe
or 
large-scale Agile
processes, bridging design and multi-team development sprints.

Overview

Direct message the job poster from Foolproof

At Foolproof, we’re taking on exciting projects globally. To keep up with demand, we’re building a dedicated contractor talent pool — professionals we can call on for short-term, project-based, or interim assignments.

• Flexibility: Work on assignments that suit your availability.
• Variety: Get involved in different projects across (key functions or industries).
• Speed: Be first in line when new opportunities arise.
• Partnership: We value long-term relationships with our contractors and aim to provide smooth onboarding and support throughout your assignments.

We want to connect with experienced professionals such as:

• Senior UX Consultants / Researchers, Senior Product Designers, Senior Visual Designers and Senior UX Designers

By applying to this advert, you’ll join our contractor pipeline. Our recruitment team will reach out, and as soon as a suitable assignment arises, we’ll be in touch.

• Contract type: 3 to 6 months (varies by project, and is renewable if necessary)
• Locations: South Africa, Remote / Hybrid - depends on the need

If you’d like to be considered for upcoming contract opportunities, apply today and we will be in touch when there is a need.

• Intimate understanding of the user experience environment, with strong experience using data and insight about people's actions and behaviours to inform the design of digital product experiences.
• Experience in planning and facilitating one-to-one interviews, focus groups, diary studies, contextual research and other qualitative methods as well as designing and analysing quantitative studies.
• Experience in communicating and delivering presentations both internally and externally in a clear and confident manner.
• Ability to provide direction and strategy for clients, balancing the needs of the business and those of their customers.
• Awareness and understanding of how analytics can complement behavioural insights.
• Commercially aware, with an understanding of what it takes to make change happen in large organisations.

Within this role you will be responsible for planning and executing rigorous end-to-end customer research using the most appropriate methodology, especially qualitative methods, and partner with the analytics practice to distil data-informed recommendations and best practices.

While on projects and programmes, you will work closely with cross-functional teams (Product Management, design, engineering) and other researchers in refining research approaches and making insights-based product recommendations.

The outcomes of your work will involve delivering actionable insights that help make our client’s product experiences measurably better. Throughout engagements, you will be regularly communicating results, insights and illustrating recommendations and suggestions in compelling and creative ways to a broad and diverse audience, across organisational boundaries.

You will also play a critical role in designing best-practice processes and helping our clients operationalise customer research into their everyday workflow.

• Director

• Contract

• Research, Consulting, and Product Management

• Design Services, Technology, Information and Media, and Marketing Services

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