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 Organisation 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.
Finance
- Implement and monitor financial control, management of costs and corporate governance in area of specialisation. Client
- Develop and ensure implementation of own practices to build delivery excellence, encouraging others to provide exceptional stakeholder service.
- Participate in the specialist practice community and contribute positively to organisation knowledge
- management.
- Provide authoritative, specialist expertise and advice to internal and external stakeholders.
Must have Knowledge on:
- Understands a situation or problem by breaking it into smaller pieces/tracing the implications of situation in a step-by-step way.
- Has good general knowledge with some detailed knowledge of products/functions.
- The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally within Organisation.
- Apply practical and applied knowledge and act authoritatively on methods, systems, and procedures to identify trends and potential risks.
Desired Skills:
- Fairness and Transparency
- Business Knowledge
- Process Auditing
- Conducting User research and usability testing
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Degree
About The Employer:
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
Qualifications and Experience:
– 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.
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
– Problem Solving,
– Technical Expression of User Requirements,
– Agile and Adaptable,
– Curious, Customer Service,
– Innovation
– Critical Thinking: Analysing complex problems and evaluating multiple solutions.
– Communication: Clearly articulating design decisions and rationale to stakeholders.
– Adaptability: Adjusting decisions based on feedback and changing requirements.