Solutions Specialist_I

Description

Hello Future Solution Specialist

Welcome to Direct Axis - Operations Management Capability, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of the people that make it happen. As part of our talent 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.

We are looking for a dynamic Solution Specialist to lead the design and implementation of innovative, customer-facing solutions, particularly across Whats App and Artificial Intelligence (AI) platforms. This role requires a strong focus on customer experience design, contact center engagement, and digital servicing. The ideal candidate will have experience in AI-driven service models, Whats App-based customer interactions, and a solid understanding of both front-end user journeys and back-end operational processes.

Role Responsibility:

You will be responsible for translating business needs into solution designs, managing the end-to-end implementation of initiatives, and ensuring that solutions deliver measurable business value.

Are you someone who can:

Design and implement customer-facing solutions using platforms like Whats App and AI tools.

Define and document customer and advisor journeys, ensuring seamless integration between self-service and human-assisted channels.

Collaborate with stakeholders to develop business cases that support solution design and strategic objectives.

Facilitate end-to-end implementation of approved solutions, ensuring alignment with business goals.

Analyse data to identify opportunities for efficiency, automation, and growth.

Ensure compliance with legislative, audit, and internal governance requirements.

Prepare and present progress reports to guide decision-making.

Foster cross-functional collaboration across teams and business units.

Continuously assess and improve own performance; seek feedback and development opportunities.

You will be an ideal candidate if you:

3–5 years of working experience, with 1–2 years in a related role (AI, customer experience, digital servicing).

Have a Bachelor of Commerce equivalent to NQF Level 7 in Business Analysis, Engineering or related field.

Proven experience in customer experience design, especially in Whats App-based or AI-driven environments.

Exposure to contact center operations or customer engagement platforms.

Strong understanding of business process definition and re-engineering.

Familiarity with project management, business testing, and solution viability assessments.

Proficiency in design tools such as Visio, Firstmap, or similar.

Experience in compiling and analysing business intelligence to support solution development.

You Will Have Access To

Opportunities to network, collaborate and work across Segments and teams

Challenging work environment

Opportunities to innovate and add value to team, leadership and business effectiveness.

We Can Be a Match If You Are

Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough.

Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it

You are open to ongoing personal mastery & development.

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

All appointments will be made in line with First Rand Group’s Employment Equity plan. The bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfil 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.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

#Post

#Direct Axis

#LI-LM8

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.

18/01/26

All appointments will be made in line with First Rand 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.