Johannesburg: Senior Specialist CX and UX Designer

About the Role

The Senior Specialist CX and UX Designer role is a strategic leadership position that requires expertise in designing and delivering exceptional customer experiences. The successful candidate will be responsible for shaping and guiding customer and user experience strategies to solve complex problems, leading the development of multifaceted business process solutions, and driving user research and innovation initiatives.

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 services are structured according to the needs, expectations, and behaviours of both customers and employees.
• Provide thought leadership in embedding user- and human-centred 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.

Requirements

• Honours 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.

Qualifications

No qualifications mentioned.

Salary & Benefits

No salary information provided.

Governance

No governance information provided.

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.
• Develop and ensure implementation of own practices to build delivery excellence, encouraging others to provide exceptional stakeholder service.

Finance

No finance information provided.

Client

No client information provided.

Critical Experience

• Ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.
• Ability to document information pertaining to information systems and/or process and operational specifications.
• Ability to implement internal audit functions in alignment with the organisation’s strategic plan and the organisation’s strategy for change.
• Ability to create reports for various stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports.

Behavioural Competencies

• Fairness and Transparency
• Analytical Thinking
• Accountability
• Conceptual Ability
• Fairness
• Honesty & Integrity
• Trust
• Respect
• Problem Solving and Analysis
• Attention to Detail
• Commitment to Continuous Learning
• Organisational Awareness
• Building Sustainability
• User Empathy, Agility
• UX Leadership

Technical Competencies

• Business Analysis
• Business Knowledge
• Capacity Planning
• Institutional Process Analysis & Redesign
• Process Auditing
• Reporting
• Conducting User research and usability testing
• Creating wireframes and prototypes using tools like Figma, Sketch, or Adobe XD
• Visualizing the user’s experience across multiple touchpoints through user journey mapping
• Designing intuitive interactions and designs
• Analyzing user behaviour for usability of designs