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:
• 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 Master’s 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 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.
