Senior Manager: CX/UX Design – PDE (Modernisation) Jobs

Job Purpose

To lead innovation and manage ongoing process improvements. Design complex, multi-part business process solutions across the full business process lifecycle. This role is key to delivering enterprise solutions, offering insights, and ensuring compliance with new and proposed laws. The goal is to support the enterprise strategy and achieve sustainable business results.

Education and Experience

Minimum Qualification and Experience Required

• Honours degree (NQF 8) in UX Design, HCI, Computer Science, Public Administration, or a related field. Plus 10+ years’ experience in UX/UI/CX design, financial services, public sector, digital government, or service design in regulated industries. Including 3-4 years at management level.

OR

• Bachelor’s degree or Advanced Diploma (NQF 7) in UX Design, HCI, Computer Science, Public Administration, or a related field. Plus 12+ years’ experience in UX/UI/CX design, financial services, public sector, digital government, or service design in regulated industries. Including 3-4 years at management level.

Minimum Functional Requirements

• 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

Job Outputs

Process

• Ensure customer and user input is integrated across all business design areas.
• Develop and maintain comprehensive UX and UI design systems, as well as service design standards and principles.
• Build strong links between customer experience research and functional design implementation.
• Provide strategic design leadership for digital and process-driven service initiatives, focusing on the customer perspective.
• Facilitate service design sprints and co-design workshops with internal and external stakeholders.
• Support the full management of the service lifecycle, from discovery to delivery and ongoing improvement.

Governance

• Develop or align governance and compliance policies for your practice area to identify and manage risks and liabilities.

People

• Apply new knowledge and skills gained from learning opportunities in your role.
• Provide specialist expertise, support, advice, and thought leadership in your area.

Finance

• Implement and monitor financial controls, cost management, and corporate governance in your specialization.

Client

• Manage a culture of integrated service excellence that builds rewarding relationships and allows for feedback and exceptional service.
• Develop and implement practices to achieve delivery excellence, encouraging others to provide outstanding stakeholder service.
• Participate in the specialist practice community and contribute to organizational knowledge management.
• Provide authoritative, specialist expertise and advice to internal and external stakeholders.

Behavioural Competencies

• Fairness and Transparency
• Analytical Thinking
• Accountability
• Conceptual Ability
• Fairness
• Honesty and Integrity
• Trust
• Respect
• Problem Solving and Analysis
• Attention to Detail
• Commitment to Continuous Learning
• Organisational Awareness
• Building Sustainability

Technical Competencies

• Business Analysis
• Business Knowledge
• Capacity Planning
• Institutional Process Analysis and 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
• Analysing User Behaviour for Usability of Designs