Overview

Solutions Specialist Jobs in Cape Town at FirstRand

Job Description

To deliver expert solution design and advisory services by crafting and coordinating innovative, fit-for-purpose solutions that align with strategic objectives and business needs, ensuring optimal value for clients.

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 for our PSS Contact Centre to lead the design and implementation of innovative, customer‑facing solutions across AI, WhatsApp, Chat, Voice and all contact-centre‑related channels. The role will involve working closely with business teams, Product Houses, and enablement partners to deliver solutions that advance our strategic goals. This position requires a strong focus on customer experience design, digital servicing, and contact centre optimisation. The ideal candidate will have experience in AI‑driven service models, WhatsApp‑based customer interactions, and an in‑depth 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 WhatsApp 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.
How This Role Aligns to Our Strategic Priorities
You will be expected to design and deliver solutions that support both customer experience excellence and top‑tier advisor experience, ensuring that our contact centre ecosystem functions seamlessly end‑to‑end.
Re‑imagine Customer Experience
  • Develop innovative, outcome‑driven customer journeys across WhatsApp, AI and digital servicing channels.
  • Design seamless transitions between self‑service and human-assisted touchpoints.
Double Sales Channel Contribution
  • Build solutions that increase digital engagement, drive conversion, and unlock new servicing‑to‑sales opportunities.
  • Collaborate with commercial teams to shape solutions that support revenue outcomes.
Conquer Inefficiency
  • Redesign back‑end and advisor processes to remove friction, automate repetitive work, and improve turnaround times.
  • Use data insights to identify inefficiencies and propose fit‑for‑purpose enhancements.
Pivot from Cost Control to Value Creation
  • Shift from reactive problem-solving to proactive value delivery through AI-led, smart decisioning and customer nudges.
  • Build solutions that create measurable business and customer value.
Become a Source of Customer Insights
  • Leverage analytics and journey data to identify customer pain points, behavioural patterns, and opportunities for experience redesign.
  • Translate insights into actionable recommendations that inform product, operational and channel strategies.
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 WhatsApp-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 FirstRand 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-TM10
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.

18/03/26

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.

Title: Solutions Specialist

Company: FirstRand

Location: Cape Town

 

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