Debi Potgieter, CCXP

Contact: debi@xmwize.co.za | +27 82 801 9977 | LinkedIn: Debi Potgieter, CCXP | LinkedIn

Chairperson:

Customer Experience South Africa (CXSA)

Advisory Board Member

(2023–2025):

Customer Experience Professionals Association (CXPA), CCXP Programme

Founder & Principal Consultant:

XMwize Solutions

Executive Profile

Debi Potgieter is a triple-certified CX leader and strategist with 34 years of financial services experience and over 14 years in customer experience transformation. Recognised globally as both a Certified Customer Experience Professional (CCXP) and one of a handful of Certified Customer Centricity Experts (CCCX – lifetime credential), she brings a unique ability to integrate credit risk expertise, academic research, and CX strategy into practical business outcomes.

As Founder of XMwize Solutions, Debi plays a central role in the co-development of online CX curricula, drawing on both her own authored academic work and internationally recognised CX research. Her focus is to ensure that learning programmes are rigorous, evidence-based, and aligned to global best practice while reflecting the realities of African markets.

Key Expertise

• End-to-End Banking & Credit Risk (Retail, SME, Business, Wealth, Corporate)


• CXPA’s 5 Global Competencies: Strategy, Culture, Insights, Design, Metrics & Governance


• CX Strategy, Measurement & Governance (NPS, CES, CSAT, VoC, RoX)


• Behavioural Economics in Risk & Experience


• Organisational Culture Transformation & Executive Alignment


• Academic Research Application in CX Education


• Governance, Risk & Compliance (GRC)

Selected Achievements

1. Nedbank CEO Award (2014) – for a five-year turnaround of a distressed home loan portfolio.


2. Top 20 Global CX Leader (2022) – recognised for innovation and influence in CX.


3. CXPA CCXP Advisory Board Member (2024–2025) – shaping global certification and standards.


4. Chairperson, CXSA – advancing the CX profession across South Africa and Africa.


5. Golden Key International Honour Society Member (since 2017) – top 15% of global academic performers.


6. BML Dissertation, University of the Free State – designed an end-to-end customer strategy later adopted by a major bank that rose from 4th to 1st place in NPS rankings.

Nedbank, South Africa
Executive: Strategy, Enablement & Preventions – Client Debt Management & Recoveries
Oct 2023 – July 2024

• Centralized pre-delinquency, collections, and recoveries for retail and relationship banking.


• Designed contact strategies, developed predictive analytics models, and implemented customer rehabilitation frameworks.


• Spearheaded change management and coached internal teams to adopt CX- and risk-integrated solutions.

Executive: CX Measurement and Management
Jan 2022 – Sept 2023

• Designed and implemented a CX metrics framework covering NPS, CES, CSAT, VoC, and RoX.


• Aligned CX indicators with performance incentives and operational KPIs across the bank.


• Delivered regular insights to C-suite and board for strategic and service adjustments.

Executive: CX Strategy & Culture
Mar 2021 – Dec 2021

• Embedded CX into the bank’s strategy and culture pillars.


• Created cross-functional CX governance models to ensure top-down and bottom-up alignment.

Divisional Executive: Collections & Recoveries – Home Loans
2009 – 2017

• Directed early- and late-stage collections and litigation.


• Re-engineered processes for asset realization and recovery.


• Led regulatory-compliant strategies for deceased estates, insolvencies, and defended matters.

Head: Collections – Personal Loans
2000 – 2009

• Managed collections teams for unsecured lending portfolios.


• Developed segmentation-led engagement strategies to minimise bad debt.

3 x CCXP Accreditation

Global CX Professional Association

Bachelor’s degree in business management & leadership

University of the Free State (2018)
Member of the Golden Key International Honour Society, awarded to the top 15% of academic performers globally, recognising excellence in research and scholarship

International Executive Development Programme

GIBS (2012)

Senior Leadership Development Programme

GIBS (2005)

SAFe Agilist (Leading SAFe)

Scaled Agile Inc. (2023)

Collections Mastery (8/8)

Principa (2024)

Chairperson:

Customer Experience South Africa (CXSA)

Advisory Board Member

(2024–2025):

Customer Experience Professionals Association (CXPA),  CCXP Programme

Founder & Principal Consultant:

XMwize Solutions

Transforming CX and Credit Practices across Africa

Podcast Host

Sharing thought leadership with global CX influencers

Featured in

Chartered Institute of Customer Management (Women’s Month 2024)