Senior UX/UI Designer | Across South Africa / WFH Hybrid Model | Permanent

Introduction:

A well-established client in the InsureTech industry who deliver innovative insurance solutions into Africa are recruiting a Senior UX/UI Designer to join their Digital Channels team working remotely.

Job Description:

Job Purpose:

To create and maintain the very best Digital Channel experience through activities that improve the usability, design, usefulness and desirability of the various Company digital channels, in line with the overall Digital Channel strategy, as well as ensuring alignment with relevant Group, Segment, Product and Marketing objectives.

Key responsibilities:

Core Responsibilities:

Accountability: User Experience Designer

• Ensure the Company Digital Channels are at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Company product set
• Take ownership of user experience across the breadth of the Company digital channels including the Company WEB Application, the Company Web Portals, Geo Location Web Application, USSD, and all other digital channels
• Establish a UX strategy that will guide the principles for UX application in the short and medium term
• Collaborate with business stakeholders, product managers and business analysts to brainstorm ideas, develop concepts and define project goals
• Work collaboratively in multiple teams that elicits and documents functional requirements and prioritisation from business stakeholders through workshops and relevant documentation
• Identify key performance indicators to aid in the definition of a usability approach which supports user requirements, business objectives and best practices
• Develop scenarios, navigation models and prototypes for demonstration of concepts
• Define and produce information architecture, site structures and maps, user journeys, interaction flows and wireframes in line with user requirements and business goals, while considering technical constraints
• Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation
• Participate in product design from a usability and graphic design perspective

Accountability: Design

• Ensure the Company Digital Channels are world leaders in design principles clearly setting the Company apart from local and international competitors
• Establish a Design strategy that will guide the design principles across digital channels in the short and medium term
• Take ownership of the Company brand application and design across the breadth of the Company digital channels including the Company WEB Application, the Company Web Portals, Geo Location Web Application, USSD and all other digital channels
• Create and maintain the Company’s digital CI
• Ensure design principles are applied to new digital products and services
• Create accurate and adopted user profiles and personas as an outcome of research and usability testing

Accountability: Process & Product Improvement:

• Source and apply international models for best practice processes within the usability environment, through desk research and exposure to industry conferences
• Manage the implementation of usability process improvements to optimise quality and efficiency
• Follow processes and systems to enhance the effectiveness of the usability discipline
• Assist with quality assurance and user acceptance testing of new products or enhancements

Accountability: Manage Staff and Suppliers:

• To build and run a world class UX and design team
• Grow the capabilities of the Customer Experience team within the Company particularly in the areas of User Experience and Design to enable the Company to reduce its dependency on 3rd party design agencies
• Manage 3rd party agencies for the delivery of testing, UX and Design work according to agreed quality standards and time-frames
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Establish and maintain a succession plan for the team
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
• Motivate to and obtain approval from the Head of Digital Channels for any additional headcount for the team
• Approve leave requests for team members and create leave plans to ensure adequate coverage
• Apply Brand guidelines to maintain a consistent look and feel throughout all graphic and web properties
• Manage a team to produce the following but be capable of providing these deliverables as well when the need arises
• Conceptualise and create artwork for online projects and campaigns
• The ability to take the designs created in Photoshop and turn them into standards compliant HTML using CSS to style mark-up
• Assist the Programmers and other Graphic Designers with design support
• Manage the asset library

Accountability: Usability Testing and Data Analytics:

• Conduct user research to understand user behaviours and preferences to inform user interface solutions through benchmarking, heuristic reviews and surveys
• Plan, design and execute user testing, including stakeholder interviews, focus groups, contextual enquiry and usability testing – in partnership with external vendors if necessary
• Collate and interpret qualitative and quantitative research and testing data using relevant analytical methods and tools
• Interpret channel analytics data to inform the understanding of customer behaviour and channel experience
• Monitor overtime and ensure that it is kept to a minimum. Report excessive overtime to the Head of Access and create plans to address the issues
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required
• Resolve grievances raised by team members and escalate only if required
• Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognised
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team

Engage with all stakeholders in a professional and cooperative manner:

• Gain commitment from senior stakeholders to accept proposed actions
• Engage with Data Consumption, Finance, Sales and IT as well as other areas of the business to obtain data, ensure that new products and product related changes are implemented successfully and the impact thereof is communicated appropriately to every business area impacted
• Provide input during engagements with senior stakeholders, coordinate with finance leads in OPCO’s as well as the Company’s Group Product Head to communicate results, and obtain buy-in for proposed actions, you may also be required to represent the Company at relevant governance forums to facilitate best outcome for the business
• Provide authoritative, expertise and advice to all stakeholders
• Build and maintain relationships with internal and external stakeholders

Self-management and teamwork:

• You will be required to take ownership of key deliverables and drive to implementation
• Develop and maintain productive and collaborative working relationships with peers and stakeholders
• Positively influence and participate in change initiatives
• Continuously develop own expertise in terms of professional, industry and legislation knowledge
• Contribute to continuous innovation through the development, sharing and implementation of new ideas
• Take ownership for driving career development

Competencies required:

Minimum qualifications:

• University degree (preferably in Human/Computer interaction, Human Factors) or Design degree/diploma (Digital or Human Factors)
• NQF level 7 qualification or higher

Minimum experience and skills required:

• Three (3) to Five (5) years’ experience in a similar position, in dynamic and fast-moving industries.
• Five (5) to Eight (8) years dedicated experience in digital user experience and interaction design.

Knowledge & Skills:

• Knowledge of Leads Management (Basic)
• Knowledge of Contact Governance (Basic)
• Knowledge of Segment Profiles (Advanced)
• Knowledge of customer needs (Expert)
• Knowledge of Customer Centric processes (Advanced)
• Knowledge of Date warehouse and ESS capabilities (Basic)
• Analytical skills (Advanced)
• Written and Communication skills (Advanced)
• Ability to translate strategic insights into deliverables (Advanced)
• Build and establish a comprehensive UX Competency within the Company’s digital environment

Should you be interested in applying, feel free to contact Diane on:

Email: [email protected]

Mobile: +27 82 643 4359

WhatsApp: +27 83 685 0688