Specialist CX and UX Designer

📍 Job Overview

Job Title: Specialist CX and UX Designer

Company: Sabenza IT & Recruitment

Location: Pretoria, Gauteng, South Africa

Job Type: Full-Time

Category: Customer Experience (CX) & User Experience (UX) Design / Service Design

Date Posted: March 18, 2026

Experience Level: 8+ Years (with 3-4 years at specialist level)

Remote Status: On-site

🚀 Role Summary • Spearhead the design and implementation of comprehensive customer and user experience (CX/UX) strategies to address intricate challenges and deliver seamless, user-centered products. • Leverage a blend of design thinking methodologies and technical proficiencies to architect intuitive interfaces and user journeys that drive satisfaction and engagement. • Champion user research and innovation initiatives, translating insights into actionable design solutions that enhance service delivery and promote voluntary compliance. • Influence cross-functional and cross-product policies, service design efforts, and digital transformation projects to ensure consistent and intuitive experiences across all customer and employee touchpoints. • Collaborate closely with engineering teams and diverse stakeholders to ensure cohesive design execution and alignment with business objectives.

📝 Enhancement Note: While the title specifies CX and UX Designer, the responsibilities heavily emphasize service design, particularly within a regulated industry context (implied by "SARS' services" and "regulated industries"). This role is more than just interface design; it's about strategically shaping the entire service ecosystem for both customers and employees, focusing on compliance and user behavior. The experience requirement also points to a senior, strategic role.

📈 Primary 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 that enhance user satisfaction and engagement. • Drive user research and innovation initiatives to create impactful, user-focused experiences that contribute to business growth. • Translate consolidated feedback and insights from user research into actionable design solutions that improve service delivery, enhance accessibility, and encourage voluntary compliance. • Influence 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. • Ensure that services are structured according to the needs, expectations, and behaviors of both customers and employees, particularly within the context of SARS' operations or similar public sector/regulated entities. • Collaborate effectively with engineering teams and all relevant stakeholders to ensure cohesive design execution and integration. • Lead design and engineering teams in the iterative development and refinement of user-centered solutions.

📝 Enhancement Note: The mention of "SARS' services" and "voluntary compliance" suggests a strong focus on public sector or regulated financial services. The responsibilities highlight a strategic, end-to-end approach to service design, not just digital product design.

🎓 Skills & Qualifications

Education:

Experience: • 8+ years of comprehensive experience in UX/UI or CX design.

Required Skills: • Design Thinking & User-Centered Design: Proven ability to apply design thinking principles to solve complex problems and create user-centered products. • User Experience Strategy: Expertise in developing and guiding overarching CX and UX strategies aligned with business goals. • User Research & Insights: Proficiency in conducting user research, synthesizing feedback, and translating insights into actionable design solutions. • Service Design: Demonstrated experience in designing end-to-end service journeys, considering both customer and employee experiences. • Accessibility Design: Understanding of and ability to incorporate accessibility principles into design solutions. • Cross-functional Collaboration: Strong ability to collaborate effectively with engineering teams, product managers, and other stakeholders. • Problem Identification & Formulation: Ability to identify underlying issues in complex situations and formulate innovative concepts and solutions. • Documentation Skills: Proficiency in documenting information pertaining to information systems, process, and operational specifications.

Preferred Skills: • Experience with digital transformation initiatives. • Familiarity with policy influencing and its impact on service design. • Knowledge of driving voluntary compliance through service design. • Experience in public administration or government digital services.

📝 Enhancement Note: The combination of "8+ years of experience" and "at least 3-4 years ideally at operational specialist level" suggests that candidates with a minimum of 8 years overall experience, including significant time in a senior or specialized role, are sought. The emphasis on "public sector, digital government, or service design for regulated industries" is crucial for candidates to highlight.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials: • Demonstrations of end-to-end service design projects, showcasing the journey from research to implementation and impact. • Case studies detailing how user research and design thinking were applied to solve complex problems and improve user satisfaction. • Examples of intuitive, user-centered product designs, illustrating navigation, interaction design, and visual design elements. • Evidence of influencing cross-functional policies or digital transformation projects to achieve seamless user experiences.

Process Documentation: • Ability to document workflow designs, operational specifications, and system requirements clearly and comprehensively. • Examples of how process improvements were identified, designed, and implemented to enhance service delivery. • Documentation illustrating the integration of user feedback and research into iterative design and development processes.

📝 Enhancement Note: For a role at this level, a portfolio is critical. It should not just showcase visual design but also strategic thinking, research methodologies, and the impact of their design interventions on user satisfaction, engagement, and business objectives (like compliance). The ability to document processes is explicitly mentioned, so examples of system/process documentation are vital.

💵 Compensation & Benefits

Salary Range:

Benefits: • Competitive salary package. • Opportunities for professional development and continuous learning in CX, UX, and Service Design. • Exposure to impactful projects within the public sector or regulated financial services. • Collaborative work environment with cross-functional teams. • Potential for career growth into leadership or advanced specialist roles.

Working Hours: • Standard full-time working hours, likely around 40 hours per week. Specific schedules may offer some flexibility, but the on-site requirement necessitates adherence to office hours.

📝 Enhancement Note: Salary is estimated based on typical ranges for Specialist-level UX/CX/Service Designers in South Africa, factoring in the required experience and industry focus. The specific benefits will be confirmed by the employer, but general professional benefits are assumed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Recruitment Services (Sabenza IT & Recruitment), with the role likely placed within a client organization in the Public Sector, Financial Services, or a Regulated Industry.

Company Size: Sabenza IT & Recruitment is a specialized recruitment firm. The company culture of the client organization where this role would be placed is more relevant. If Sabenza is a medium-sized firm, its internal culture would focus on recruitment expertise and client relations.

Founded: Sabenza IT & Recruitment was founded in 2009, indicating established experience in the recruitment market.

Team Structure: • The Specialist CX and UX Designer will likely work within a dedicated design, digital transformation, or service improvement team at the client organization. • This team would involve collaboration with UX/UI designers, researchers, service designers, product managers, business analysts, and potentially CX strategists. • Reporting structure likely involves a Lead Designer, Head of Digital Transformation, or a Senior Manager overseeing Service Delivery.

Methodology: • Emphasis on data-driven decision-making, utilizing user research, analytics, and feedback to inform design strategies. • Application of design thinking, agile methodologies, and user-centered design principles in the product development lifecycle. • Focus on iterative design, prototyping, and testing to refine user experiences and service delivery. • Commitment to continuous improvement and innovation in service design and digital transformation.

Company Website: https://sabenzait.co.za/

📝 Enhancement Note: The "Company Culture" section focuses on Sabenza IT & Recruitment as the agency, but acknowledges that the role's actual work environment will be within their client. The description of the role's responsibilities implies a client organization focused on service delivery, potentially government or a large financial institution.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior Specialist level. It requires deep expertise in CX, UX, and Service Design, with a proven ability to influence strategy and lead initiatives. It's a hands-on design role with a significant strategic component, moving beyond junior or mid-level design tasks.

Reporting Structure: The Specialist will likely report to a Design Lead, Head of CX/UX, or a Director of Digital Transformation/Service Improvement. They will also collaborate extensively with product managers, engineers, and business stakeholders across various departments.

Operations Impact: The core impact of this role is to significantly enhance the user experience for both customers and employees of the client organization. This translates into improved service delivery, increased user satisfaction, higher engagement rates, greater efficiency in service access, and crucially, driving voluntary compliance within regulated frameworks. By designing seamless and intuitive services, the role directly contributes to the client organization's effectiveness and public trust.

Growth Opportunities: • Leadership Track: Potential to advance into a Lead UX Designer, Design Manager, or Head of CX/Service Design role, managing teams and setting design strategy. • Specialization: Deepen expertise in specific areas like accessibility, user research, or complex service design for regulated environments. • Cross-functional Mobility: Transition into roles such as Product Management, Digital Transformation Lead, or Service Delivery Management, leveraging a strong understanding of user needs and operational processes. • Industry Expertise: Become a recognized expert in designing services for public sector or financial services, leading to opportunities in consulting or specialized roles.

📝 Enhancement Note: The "Operations Impact" is framed around CX/UX/Service Design outcomes rather than traditional RevOps/SalesOps metrics, emphasizing user satisfaction, engagement, and compliance as key performance indicators.

🌐 Work Environment

Office Type: The role is explicitly stated as "On-site," indicating a traditional office-based work environment. This suggests a physical workspace within the client organization's premises.

Office Location(s): Pretoria, Gauteng, South Africa. This implies working from a specific office location within the Pretoria metropolitan area.

Workspace Context: • The workspace is expected to be collaborative, fostering interaction with engineering teams, product managers, and other stakeholders involved in service design and digital transformation. • Access to standard office technology, design software, and potentially specialized research tools will be provided. • Opportunities for team brainstorming sessions, design reviews, and cross-functional workshops are likely integral to the daily work.

Work Schedule: A standard full-time work schedule, likely Monday to Friday, with typical office hours. While some flexibility might exist, the on-site nature means consistent presence during business hours is expected to facilitate collaboration and team integration.

📝 Enhancement Note: The "On-site" requirement is a key differentiator. This means candidates should be prepared for a traditional office setup and the collaborative dynamics it entails, rather than remote work.

📄 Application & Portfolio Review Process

Interview Process: • Initial Screening: Review of CV and portfolio by Sabenza IT & Recruitment or the client's HR department. • Hiring Manager Interview: Discussion focused on experience, skills, and alignment with the role's strategic objectives. This may include in-depth questions about past projects and problem-solving approaches. • Technical/Portfolio Review: A session where the candidate presents their portfolio, discussing case studies, design process, research methodologies, and the impact of their work. This is a critical step to assess practical skills and strategic thinking. • Cross-functional Interview: Meeting with key stakeholders (e.g., engineering leads, product managers, policy advisors) to assess collaboration style and ability to work in a multidisciplinary environment. • Final Interview: Possibly with a senior leader to confirm cultural fit and strategic alignment.

Portfolio Review Tips: • Showcase Strategic Impact: Emphasize not just the final designs but the strategic thinking, user research conducted, and the tangible impact (e.g., increased satisfaction, improved compliance, efficiency gains) achieved. • Detail Your Process: Clearly articulate your design process, from problem definition and research to ideation, prototyping, testing, and implementation. Use case studies to demonstrate this. • Highlight Collaboration: Provide examples of how you collaborated with engineering, product, and other teams to bring designs to life. • Focus on Problem-Solving: Select projects that demonstrate your ability to tackle complex problems and develop innovative solutions. • Tailor to the Role: If possible, highlight projects relevant to public sector, financial services, or regulated industries, showcasing your understanding of their unique challenges.

Challenge Preparation: • Be prepared for a design challenge or case study that requires you to analyze a problem, propose a solution, and outline your design approach. This might involve sketching, wireframing, or defining user flows. • Practice articulating your thought process clearly and concisely, explaining the rationale behind your design decisions. • Be ready to discuss how your proposed solutions would address potential user needs, business objectives, and compliance requirements.

📝 Enhancement Note: The emphasis on a portfolio review and potential design challenge highlights the practical, hands-on nature of this role, even at a specialist level. Candidates must be ready to defend their design choices and demonstrate their strategic contribution.

🛠 Tools & Technology Stack

Primary Tools: • Design & Prototyping Software: Proficiency in industry-standard tools such as Figma, Sketch, Adobe XD, InVision, or Axure RP is essential for creating wireframes, mockups, and interactive prototypes. • User Research Platforms: Experience with tools for conducting user interviews, surveys, usability testing, and analyzing qualitative/quantitative data (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Maze). • Collaboration Tools: Familiarity with platforms like Jira, Confluence, Trello for project management and workflow tracking. • Whiteboarding & Ideation Tools: Tools like Miro or Mural for remote collaboration, brainstorming, and service blueprinting.

Analytics & Reporting: • Understanding of how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) to inform design decisions.

CRM & Automation: • While not a primary focus, an understanding of how CX/UX designs integrate with CRM systems (e.g., Salesforce, Microsoft Dynamics) and automation platforms to deliver a cohesive customer journey is beneficial.

📝 Enhancement Note: The specific tools are inferred based on standard industry practices for CX/UX/Service Design roles. The candidate should be proficient in at least one major design suite and have experience with user research tools.

👥 Team Culture & Values

Operations Values: • User-Centricity: A deep commitment to understanding and advocating for the user (customer and employee) in all design decisions. • Empathy: The ability to understand and share the feelings of users, driving compassionate and effective design solutions. • Collaboration: A strong belief in teamwork and the value of diverse perspectives, working effectively with cross-functional teams. • Innovation: A drive to explore new ideas, technologies, and methodologies to continuously improve user experiences and service delivery. • Data-Driven Decision Making: Valuing evidence and insights from research and analytics to guide design and strategy. • Continuous Improvement: A mindset focused on iterative refinement and learning to enhance services and user journeys over time.

Collaboration Style: • Proactive and communicative, ensuring stakeholders are informed and involved throughout the design process. • Open to feedback and constructive criticism, using it to refine designs and processes. • Facilitative, helping to guide discussions and workshops to achieve consensus and drive action. • Integration with engineering and product teams to ensure designs are technically feasible and aligned with business objectives.

📝 Enhancement Note: These values are inferred based on the responsibilities and the nature of CX/UX/Service Design roles, particularly in organizations focused on service delivery and user satisfaction.

⚡ Challenges & Growth Opportunities

Challenges: • Balancing User Needs with Business/Regulatory Constraints: Designing solutions that are highly user-friendly while adhering to strict regulations and organizational policies (especially relevant if working with SARS or similar entities). • Driving Adoption of New Design Processes: Influencing stakeholders and teams accustomed to traditional methods to adopt user-centered design principles and modern service design approaches. • Measuring Impact in Complex Systems: Quantifying the impact of CX/UX improvements, especially in public sector or large organizations where direct ROI can be harder to attribute. • Cross-functional Alignment: Ensuring consistent user experience across diverse digital and physical touchpoints managed by different departments.

Learning & Development Opportunities: • Advanced Training: Opportunities for specialized training in areas like advanced user research techniques, service blueprinting, journey mapping, or accessibility standards. • Industry Conferences: Potential to attend relevant conferences (e.g., design, UX, public sector innovation) to stay abreast of industry trends and network. • Mentorship: Access to senior designers or leaders for guidance and career development. • Exposure to Diverse Projects: Working on a variety of projects within the client organization, offering broad experience in different service areas.

📝 Enhancement Note: Challenges are framed around common issues in implementing user-centered design in complex, often regulated, environments. Growth opportunities are standard for senior specialist roles.

💡 Interview Preparation

Strategy Questions: • "Describe a time you had to balance user needs with strict regulatory requirements. How did you approach it, and what was the outcome?" (Assesses ability to navigate complex constraints). • "How would you approach designing a new digital service for citizens that needs to be accessible to all, including those with disabilities?" (Tests understanding of accessibility and public service design).

Company & Culture Questions: • "Based on your understanding of our potential client's context (e.g., public sector, regulated industry), what do you see as the biggest CX/UX challenges they face?" (Assesses research and industry insight). • "How do you typically collaborate with engineering and product teams? Describe a situation where collaboration was critical to a project's success." (Gauges teamwork and communication style).

Portfolio Presentation Strategy: • Structure Your Narrative: For each case study, clearly define the problem, your role, the process, your solutions, and the results. Use a problem-solution-outcome framework. • Show, Don't Just Tell: Use visuals (screenshots, wireframes, prototypes, journey maps) to illustrate your work and process. • Quantify Impact: Where possible, present data and metrics to demonstrate the success of your designs (e.g., "increased user satisfaction by X%", "reduced task completion time by Y%," "improved compliance rates"). • Be Prepared for Deep Dives: Anticipate questions about specific design choices, research methodologies, and trade-offs made during the design process.

📝 Enhancement Note: Interview questions are designed to probe strategic thinking, problem-solving, collaboration, and specific experience relevant to the role's stated responsibilities, especially concerning regulated industries and service design.

📌 Application Steps

To apply for this operations position: • Submit your application through the provided link on the Sabenza IT & Recruitment portal. • Portfolio Customization: Prepare a digital portfolio that clearly showcases 2-3 of your most impactful CX, UX, or Service Design projects. Prioritize case studies that demonstrate end-to-end problem-solving, user research, strategic influence, and measurable outcomes, particularly in regulated or public sector contexts. • Resume Optimization: Tailor your resume to highlight keywords from the job description, such as "CX," "UX," "Service Design," "Design Thinking," "User Research," "Public Sector," "Regulated Industries," and "Digital Transformation." Quantify your achievements wherever possible. • Interview Preparation: Practice articulating your design process, project methodologies, and the strategic thinking behind your work. Be ready to discuss how you would approach challenges specific to a large, service-oriented organization. • Company Research: Research Sabenza IT & Recruitment and, if possible, the typical client profiles they serve within the public sector or financial services in South Africa. Understand their approach to recruitment and the broader industry landscape.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with Sabenza IT & Recruitment or their client organization before making application decisions.