Specialist CX and UX Designer

Key Responsibilities:

Shape design and guide customer and user experience strategies to solve complex problems by creating a seamless user experience.

Combine design thinking with technical skills to build intuitive user centered products.

Create impactful user experiences.

Drive user satisfaction and engagement.

Collaborate on design with the engineering teams. And all relevant stakeholders.

Ensure that SARS services are structured according to the needs expectations and behaviours of both customers and employees.

Drive user research and innovation initiatives to create impactful user-focused experiences that contribute to business growth.

Translate consolidated feedback and insights into design solutions that enhance service delivery improve accessibility and encourage voluntary compliance.

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 design and engineering teams.

Process

Research and understand the user and gather insights.

Define the problem statement and goals.

Design using wireframes and protypes.

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 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.

Behavioural competencies

Qualifications and Experience:

Bachelors or Advanced Diploma (NQF 7) 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 34 years ideally at operational specialist level working in the financial services public sector digital government or service design for regulated industries.

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.

Must have the 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 SARS stakeholders as relevant in a lucid and effective manner keeping in mind the purpose of the reports.

Knowledge

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 SARS.

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 (V)

Honesty & Integrity (V)

Trust (V)

Respect (V)

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 users experience across multiple touchpoints through user journey mapping

Designing intuitive interactions and designs

Analyzing user behaviour for usability of designs