Solutions Specialist _I
Job in
Randburg, Johannesburg, 2000, South Africa
Listing for:
FirstRand Bank Limited
Full Time
position
Listed on 2026-02-26
Job specializations:
-
IT/Tech
Data Analyst, AI Engineer
Job Description & How to Apply Below
Location: RandburgDescription
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, Whats App, 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, Whats App‑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 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.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 Whats App, 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 Whats App-based or AI-driven environments.Exposure to contact center operations or customer engagement platforms.Strong…
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