CX/UX Specialist (Senior Specialist)

We are looking for a CX/UX Specialist for a 12 month contract.

Responsible for providing User Experience and design direction to a multi-disciplinary team of specialists who are committed to designing the future of financial services and delivering unique and innovative digital solutions and experiences. This role requires solid experience with user interface design, usability, user experience, web development technologies, and interfacing these technologies with front end user interface systems.

Ensure the best possible User Experience for the Momentum digital channels.

• Ensure the best possible User Experience for the Momentum digital channels.
• Responsible for delivering a smooth, unfragmented and consistent digital experience by gaining an understanding of the existing customer journeys and identifying opportunities for improvement across multiple channels and platforms.
• Follow a User Centred Design approach to execute on all business requirements.
• Responsible for creative thinking, problem solving and the design of the digital experience, this role requires excellent communication, presentation, and interpersonal skills.
• Conduct user research such as usability testing and competitor reviews with the aim to inform the improvement of the overall experience.
• Incorporate market analysis, customer feedback, site metrics, and usability findings into digital interface designs.
• Wireframes and prototyping of user interfaces.
• Identify and troubleshoot UX problems.
• Provide regular reporting on the status of the user experience (analytics, conversions and Customer Experience metrics etc.)
• Provide clear User Experience and design direction.
• Work in a collaborative team to assist with the successful implementation of designs.
• Provide direction and aid in the establishment and crafting of design standards in accordance with the organizationâ??s aims of client centricity and the teamâ??s goal of developing an omni-channel experience.
• Encourage the use of the newly developed design system and equally aid in the
  progression of the system.
• Responsible for the construction of user experience flows, developing information architecture as well as the design of final user interfaces.
• Define client journeys within the constraints of the new platform providerâ??s system capabilities, various regulatory compliance frameworks and Momentum design language/user experience. Project scope spans across pre-login website, client site and advisor portals.
• Ensure Client experience appeals to prospect clients, existing clients, MDS advisors, IFA Advisors, MC Advisors and Discretionary Fund Managers.
• Provide relevant information to enable change management, user training and knowledge management.

Performance and Growth (People)

• Encourage a culture of innovation, exploration and teamwork.
• Contribute to the coaching and developing UX skills and design talent within the team.

Competencies and Skills

Business Acumen.

• Understand the business, channel and user experience strategy. Provide design direction to best meet customer and business goals.
  

Collaboration.

• Team spirit: strong communication skills to collaborate with various stakeholders.
  

Customer/ Stakeholder Commitment.

• Anticipates, meets and exceeds customers and stakeholdersâ?? expectations. Has a high operational accountability and directly influences customer service through design.
  

Self-awareness and insight

• Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure.
  

Drive for Results.

• Requires good time-management skills and the ability to work under pressure.
  

Diversity and Inclusiveness.

• Is sensitive to individual and cultural differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
  

Leads Change and Innovation.

• Challenge the status quo, does what is right for the business and the customer, and encourage continuous improvement and innovation.
  

Growing talent and UX maturity.

• Contribute to the coaching and developing UX skills and to growing design talent within the team. Promote and educate the importance of Customer User Experience to internal and external teams.
  

Team Player

• Create and maintain an open, positive working environment.

Qualifications, Experience and Knowledge

• Matric (essential)
• Minimum of a Bachelorâ??s Degree (essential)
• Certified Usability Analyst (CUA), customer experience certification or similar certification would be desirable.
• 5 -7 years UX experience
• Financial services experience is an advantage