UX/UI Specialist MMH260305-5

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

• 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 and 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 core Experience Design & Insights team to apply and contribute 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 enhancement 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.

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