About the position
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.
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 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.
Qualifications and Experience:
- Honours 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.
Critical Experience:
- The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.
- This is the ability to formulate new concepts based on information gathered.
- Ability to document information pertaining to information systems and or process and operational specifications.
- Ability to implement internal audit functions in alignment to the organisations strategic plan and the organisations 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.
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.
- Apply practical and applied knowledge and act authoritatively on methods, systems, and procedures to identify trends and potential risks.
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.
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
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.
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 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.
Qualifications and Experience:
- Honours 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.
Critical Experience:
- The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation.
- This is the ability to formulate new concepts based on information gathered.
- Ability to document information pertaining to information systems and or process and operational specifications.
- Ability to implement internal audit functions in alignment to the organisations strategic plan and the organisations 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.
Must have Knowledge on:
