Senior Specialist CX and UX Designer

Duties & 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 SARS’ 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.

Desired Experience & Qualification

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.

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

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 SARS 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 within SARS.

• Apply practical and applied knowledge and act authoritatively on methods, systems, and procedures

to identify trends and potential risks.