Senior Specialist CX and UX Designer

SUMMARY:
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.

• 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.

• Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability.

• 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.

• Implement and monitor financial control, management of costs and corporate governance in area of specialisation.

• 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

• Provide authoritative, specialist expertise and advice to internal and external stakeholders.

• 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.

• 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.

• 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.

• 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.

• 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

POSITION INFO:
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.

• 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.

• Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability.

• 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.

• Implement and monitor financial control, management of costs and corporate governance in area of specialisation.

• 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

• Provide authoritative, specialist expertise and advice to internal and external stakeholders.

• 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.

• 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.

• 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.

• 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.

• 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