Customer Experience Journey Architect - Lesaka (Fintech)

Expérience

Customer Experience Journey Architect - Lesaka (Fintech) Design Lesaka Technologies Inc. Johannesburg , South Africa Until 2026/08/08 Full time On-site Job description Job Description We’re Hiring: Customer Experience Journey Architect

Localisation

Johannesburg Business Unit: Merchant Operations Division Reports to: Executive Head: Customer Experience Role Purpose At Lesaka, we are building a customer‑centric, insight‑driven organisation that delivers seamless, intuitive, and high‑impact experiences across every stage of the merchant lifecycle. Designing, optimising, and scaling these journeys is central to driving growth, retention, and operational excellence. Customer Experience Journey Architect is responsible for designing and continuously improving end‑to‑end merchant journeys , translating insight into scalable CX initiatives that improve customer satisfaction, operational efficiency, and business performance. This role is ideal for a strategic and innovative individual who combines design thinking, data, and operational insight to deliver measurable CX impact at scale. Primary Focus To design, map, and optimise end‑to‑end merchant journeys, translating insights into scalable programmes and initiatives that enhance customer satisfaction, retention, and operational performance across the Merchant Division. Key Responsibility Areas & Associated Tasks

• 1. Journey Mapping & Experience Design Map end‑to‑end merchant journeys across all lifecycle stages Identify friction points, pain points, and critical experience moments Integrate qualitative and quantitative insights into journey design Validate journey maps with internal stakeholders and merchants
• 2. Process Re‑engineering & Optimisation Analyse and redesign workflows to improve efficiency and experience outcomes Identify automation and self‑service opportunities Benchmark processes against industry and fintech best practices Develop business cases to support CX improvement initiatives
• 3. CX Improvement Programmes Prioritise and lead CX initiatives based on impact and feasibility Define KPIs, timelines, and delivery frameworks Drive cross‑functional execution with Product, Operations, and Marketing Scale successful pilots across the organisation
• 4. Experience Standards & Governance Define and embed CX design standards, principles, and guidelines Ensure journey consistency across digital and operational touchpoints Promote usability, simplicity, and regulatory compliance Enable teams to adopt and apply CX standards effectively
• 5. Journey Diagnostics & Gap Analysis Analyse operational data, complaints, and feedback sources Identify experience gaps, inefficiencies, and root causes Quantify CX and performance impact Recommend targeted, insight‑driven improvement actions
• 6. Journey Optimisation Design and implement improvements for high‑impact journeys Leverage automation, analytics, and personalisation Continuously refine journeys using data and feedback Embed journey optimisation into product and operational roadmaps
• 7. Strategic Insights & Advisory Translate journey insights into strategic recommendations Advise Product, Sales, and Operations on CX improvements Support decision‑making through data‑driven insights Present findings and recommendations to leadership Key Competencies Required Strong customer‑centric mindset and design‑thinking capability

5+ years’ experience in CX strategy, journey mapping, or process optimisation Proven delivery of cross‑functional CX initiatives Preferred Experience Experience in fintech, payments, or digital services

Formation / Diplômes

Consulting or transformation experience within CX environments Qualifications Degree in Engineering, Business, Marketing, or a related field CCXP, Lean Six Sigma, or PMP certifications advantageous Our Values At Lesaka Merchant, we are guided by four core values: Entrepreneurial Spirit

• We innovate boldly and act with ownership Integrity
• We operate with honesty, trust, and transparency Collective Wisdom
• We collaborate and leverage shared expertise Bias to Action

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