Design UX Researcher at Sanlam Group

Position Overview

• The Design UX Researcher will play a dual role in driving strategic and operational research efforts to enhance both customer experience (CX) and product design. This role requires a seasoned researcher with expertise in human centered design, service design and UX research methodologies.
• This role will be instrumental in generating deep customer and user insights that inform business strategy, digital experiences and service innovation.
• The ideal candidate is a highly experienced researcher who seamlessly blends design research, UX research and customer experience insights to inform product teams, CX measurement frameworks and business stakeholders.
• By collaborating with cross functional teams, including CX strategy, product, design and engineering, this role will ensure that customer needs are at the heart of all decision making and innovation. With expertise in both qualitative and quantitative research methodologies, this role will ensure Sanlam’s products and services are grounded in customer understanding, including user needs and behaviours. 

What will you do?

Strategic Research Leadership

• Define and drive the CX and product design research strategy aligned to business goals.
• Identify key research questions and priorities based on impact and feasibility.
• Develop research frameworks to uncover customer insights, pain points and innovation opportunities.

End-to-End Research Execution

• Design and conduct qualitative and quantitative research studies including interviews, usability testing and surveys.
• Analyse and synthesise research data to generate actionable insights that drive customer-centric outcomes.
• Create compelling deliverables to communicate findings to stakeholders at all levels.
• Lead usability and experience testing across digital touchpoints to enhance user satisfaction.

Cross-Functional Collaboration and Insight Integration

• Collaborate with CX strategy teams to integrate findings into experience improvements.
• Partner with product managers and designers to embed insights into product development.
• Align survey and feedback insights with behavioural research across channel and operational heads.
• Identify emerging trends and market dynamics to inform CX innovation.
• Support market research efforts to help business teams understand customer expectations.
• Facilitate workshops to translate research insights into design and product strategies.

Mentorship and Thought Leadership

• Mentor and guide junior team members fostering a culture of learning.
• Stay current with industry trends and methodologies in design research, CX and UX.
• Contribute to the refinement of research processes, tools and best practices.

Qualification and Experience

• Bachelor's or Master's degree in Psychology, Design, Anthropology, Sociology, Marketing or a related field. 
• 7+ years of experience in design research, UX research, or service design research, with a proven ability to conduct research at scale. 
• Background in financial services, insurance, or a similarly regulated industry is a plus. 

What will make you successful in this role?

• Expertise in qualitative and quantitative research methods, including ethnographic research, interviews, usability testing, surveys, and A/B testing. 
• Strong ability to synthesise and integrate insights into strategic recommendations that drive customer and business value. 
• Excellent communication, storytelling, facilitation, and stakeholder management skills. 
• Experience working in cross-functional teams and collaborating with CX strategy, product, design, and business stakeholders. 
• Knowledge of service design principles and human-centered design methodologies