Job Summary
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.
You’ll 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:
• 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:
• 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:
• 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
• 8+ years of experience in UX/UI or CX designs, with at least 3–4 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.
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