UX/UI Specialist

Momentum Metropolitan Holdings, formerly MMI Holdings, is a South African-based financial services group was established on 1 Dec 2010, through the merger of Metropolitan and Momentum. We are specialists in long and short-term insurance, asset management, savings, investments, healthcare administration, health risk management, employee benefits and rewards programmes. Our purpose is to enhance the lifetime financial wellness of people, their communities and their businesses wherever they may be in the world. Our strategy is simple to build relationships with clients by integrating financial wellness solutions into each and every engagement we may have with them. We want to understand their needs, circumstances and preferences and design holistic lifetime solutions with a personalised suite of products and services that sees to the financial wellness of the individual. At work, we strive to have a culture that is grounded in accountability, diversity, excellence , innovation, integrity and teamwork. Since we are in the business of people, we do not consider Corporate Social Investment as a nice-to-have, but as an imperative to help alleviate some of the challenges we face as a society. We are proud to proclaim our workforce a collective of social givers; employees lend their time, might and money to various projects to uplift and grow the community. MomMet has gone from strength to strength boasting an impressive 16 000 employees, six operating brands; the Multiply rewards programme; specialist cell captive insurance group Guardrisk, healthcare group Carecross, Occupational Care South Africa, property management group Eris and mobile health provider Hello Doctor. Weve also made inroads into the global investment space in the UK through Momentum Global investments. And we are now one of the largest insurers listed on the Johannesburg Stock Exchange (JSE) Role Purpose

We are looking for an experienced UX/UI Specialist to join our Experience Design & Insights team. This role is ideal for someone who thrives in a dynamic, multi-product environment and is passionate about elevating UX maturity across complex product portfolios. You will play a key role in our Contact Centre Modernisation programme—an initiative focused on transforming Contact Centre processes and technologies, enhancing operational efficiencies, and embedding AI solutions to create seamless, intelligent customer and agent experiences. This role works in close alignment and collaboration with the core Experience Design & Insights team, which provides support through experience insights and research capabilities, user-testing services, and design-system governance and component libraries. The ideal candidate is confident in facilitating, driving, and executing end-to-end UX processes across multiple teams. Experience with service design would be beneficial, particularly in mapping journeys, identifying operational friction points, and optimising the end-to-end Contact Centre ecosystem.

Requirements

Qualification

Degree or equivalent in design/ computer science or IT Grade 12/ Matric Certificate On-the-job training / Qualifications User experience training and/or accreditation User interface design Service design or journey mapping UX Research methods Experience, knowledge and skills 4+ years of experience in UX/UI, Experience Design, or related roles. Strong competency in leading end-to-end UX processes. Experience working in complex, multi-product environments. Experience with service design (journey mapping, blueprints, workshops) is beneficial. Ability to measure and interpret user experience and efficiency metrics. Familiarity with AI-enhanced workflows or automation concepts (advantageous). Excellent communication, facilitation, and stakeholder-management skills. Proficiency with design tools such as Figma, Miro, etc.

Duties & Responsibilities

UX / UI delivery

Lead and execute the full UX process: discovery, research, analysis, ideation, prototyping, testing, and iterative design. Produce high quality UX flows, wireframes, UI designs, and interactive prototypes. Facilitate collaborative design workshops with product teams and stakeholders. Ensure all designs align with Contact Centre modernisation goals, including AI enabled features. Collaborate with the core design team to ensure: Alignment with design system standards Consistency of components and visual patterns Application of research findings and insights Collaboration with the the core Experience Design & Insights team to apply and contrinbute to research and designs standards

Experience measurement & reporting

Define, track, and report on experience metrics and efficiency metrics across the product portfolio. Translate qualitative insights and quantitative data into actionable improvements. Partner with analytics and operational teams to measure the impact of design decisions.

Service Design (advantageous)

Map and improve end to end customer and agent journeys within the Contact Centre ecosystem. Develop and maintain service blueprints, journey maps, and operational process flows. Identify opportunities for enhacement and improvements.

UX maturity & ways of working

Promote human centred design practices across multiple product teams. Drive consistency in UX methods, artefacts, and collaboration practices. Contribute to building and uplifting UX maturity across the modernisation programme.

Cross functional collaboration

Work effectively with product owners, engineers, operations, and AI specialists. Clearly communicate design decisions, constraints, and rationale. Influence alignment around experience outcomes and design led problem solving.

Competencies

Adopting practical approaches Collaborative teamwork Articulating information and effective communication skills Continuous learning and growth orientated Producing quality output and effectively managing time

Closing Date

2026/03/19