Pretoria: Senior Specialist CX & UX Designer posted by Sabenza IT & Recruitment

Are you a visionary CX/UX leader who thrives on solving complex problems and shaping meaningful user experiences at scale?

An exciting opportunity awaits for a Senior Specialist CX & UX Designer to play a pivotal role in transforming how services are designed and delivered within a highly impactful, large-scale environment. This role is ideal for someone who can think strategically, lead confidently, and deliver user-centered solutions that truly make a difference.

Youll be at the forefront of digital transformation, driving innovation, influencing strategy, and leading multidisciplinary teams to create seamless, intuitive, and impactful experiences for both customers and employees.

Key Responsibilities:

Shape, design, and guide customer and user experience strategies to solve complex problems.
Lead the development of complex, multifaceted business process solutions.
Ensure that SARS services are structured according to the needs, expectations, and behaviors of both customers and employees.
Provide thought leadership in embedding user- and human-centered design principles throughout the organization.
Drive user research and innovation initiatives to create impactful, user-focused experiences that contribute to business growth.
Translate consolidated feedback and insights into strategic design solutions that enhance service delivery, improve accessibility, and encourage voluntary compliance.
Operate at a strategic level, influencing cross-functional and cross-product policies, service design efforts, and digital transformation projects to deliver consistent, intuitive, and seamless experiences across all customer and employee interactions.
Lead multidisciplinary design and engineering teams.

Process:

Ensure customer and user input is integrated across all business design domains.
Develop and maintain comprehensive UX and UI design systems, as well as service design standards and principles.
Establish effective connections between customer experience research and functional design implementation.
Provide strategic design leadership for digital and process-driven service initiatives with a focus on the customer perspective.
Facilitate service design sprints and co-design workshops in collaboration with internal and external stakeholders.
Support the end-to-end management of the service lifecycle, from discovery through delivery and ongoing improvement.
Governance:

Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability.

People:

Integrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job.
Provide specialist know-how, support, advice and practice thought leadership in area of expertise.

Finance:

Implement and monitor financial control, management of costs and corporate governance in area of specialization.

Requirements

Honors or Masters degree in UX Design, HCI, Computer Science, Public Administration, or a related field.
8+ years of experience in UX/UI or CX designs, with at least 34 years ideally at operational specialist level working in the financial services, public sector, digital government, or service design for regulated industries.
At least 3-4 years experience in designing end-to-end business process solutions, integrating CX and UX design principles to ensure solutions are intuitive, user-friendly, and aligned with customer needs,
Between 3-4 years experience in leading large complex and multi-facet design projects.
Between 3-4 years experience overseeing and mentoring cross-functional teams of technical specialists, ensuring alignment between business objectives, technical feasibility, and user experience.
Solid experience in establishing process governance framework
Solid experience in dealing with and interacting with executive leadership within an organization
Proven extensive business process management experience.