Customer Experience Journey Architect

We’re Hiring: Customer Experience Journey Architect

Location: 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.

The 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
• Advanced analytical and problem‑solving skills
• Strategic thinking with an innovation focus
• Stakeholder engagement and influence
• Data‑driven decision‑making
• Results orientation and execution discipline

Minimum Experience

Experience & Qualifications

• 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
• 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 – We deliver with urgency, discipline, and focus

Preference will be made to support EE / AA measures.

Ready to Design the Future of Merchant Experience?

If you're driven by customer journeys, innovation, and delivering measurable CX impact, this role offers the opportunity to shape how Lesaka creates exceptional merchant experiences at scale.

Apply now — or share this opportunity with someone exceptional!

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