Librarian/Specialist: User Experience (N000303) at North West University

Job description

PURPOSE OF THE POSITION

• Coordinate user experience and quality assurance processes and initiatives within the NWU LIS, delivering responsive, user-centred services that support teaching, learning, and research excellence, while ensuring continuous improvement of services and compliance with institutional and national standards.

KEY RESPONSIBILITIES:

User Experience Research and Improvement

• Conduct usability testing, surveys, and interviews to gather user feedback on library services, spaces, and systems, in collaboration with the other library entities/sections.
• Collaborate with Library Systems to improve user interfaces and online platforms.
• Coordinate service redesign initiatives using human-centered design principles.
• Track performance indicators and service improvement metrics.
• Research trends and stay abreast of best practices on social media to develop content ideas relevant to the library's audience.

UX/QA Integration

• Support the alignment of UX and QA data insights with strategic priorities.
• Support the development and review of the LIS strategic and operational plans.
• Prepare integrated reports for internal stakeholders and LIS leadership.
• Continuously evaluate the LIS platforms (website, social media) for user experience and quality purposes
• Support the coordination and execution of user-centered library events that enhance engagement, promote library services, and provide opportunities for user feedback to improve future offerings.
• Support the planning, coordination, and execution of the community engagement and outreach initiatives using user-centered design principles to enhance library visibility and ensure high-quality engagement with internal and external local communities.
• Actively participate in the planning, design, and evaluation of library infrastructure and refurbishment projects to enhance user experience, ensuring spaces are user-centered, accessible, and aligned with changing user needs and strategic objectives.
• Coordinate and facilitate workshops and information sessions on UX and QA for LIS staff, promoting a culture of continuous improvement and user-centered service delivery.
• Provide supervisory support to the OPQ section staff, assisting the Senior Manager in mentoring, monitoring performance, and ensuring alignment with LIS strategic objectives.
• Assist in identifying relevant professional development interventions, conducting skills audits, and supporting the execution of staff development initiatives in collaboration with the Senior Manager: OPQ.

Quality Assurance

• Ensures equitable implementation of the LIS quality assurance framework (e.g. CHELSA) and in-house quality manual.
• Support the review of the LIS quality manual, policy, and guidelines.
• Monitor compliance with the LIS sector, institutional, and national QA standards and policies.
• Support in preparing documentation for audits, self-evaluations, and accreditation.
• Support LIS benchmarking initiatives.
• Coordinate risk assessments, compliance checks (risk and compliance).
• Review and edit articles/content for submission to blogs, newsletters, social media, and other publication channels, ensuring clarity, accessibility, and a user-centered focus, in liaison with the Senior Manager: OPQ.
• Assist in developing and reviewing marketing materials, such as posters, flyers, digital banners, and pull-up banners, ensuring high-quality design, user-friendliness, and alignment with the institutional branding guidelines.

Data Analytics

• Develop data collection tools and analyse qualitative and quantitative data for decision-making.
• Compile UX/QA reports, dashboards, and presentations for various institutional reports (e.g., LIS annual reports, CE/R&I) in collaboration with the Senior Manager: OPQ and LIS entities.
• Monitor library platforms, including social media metrics, and analyse performance to optimise content strategy and enhance user engagement.

Minimum requirements

• A bachelor’s degree or equivalent in Library and Information Science or related field Human/User-Centered Design (NQF level 7).
• A minimum of three (3) years’ user experience in the design and execution of UX studies - conducting surveys, focus groups, and usability studies.
• A minimum of three (3) years’ quality assurance and monitoring experience in coordination, implementation, reporting, and evaluation - experience coordinating quality assurance processes and audits.
• A minimum of three (3) years’ analytical and interpretive experience in data analytics - producing data-driven reports to inform decision-making.

ADDED ADVANTAGE & PREFERENCE:    

• Postgraduate diploma / honours degree/ or equivalent in Library and Information Science/Human/User-Centered Design, or UX Research (NQF level 8).
• Certification in UX/UI/human-centered design.
• Experience applying service design or design thinking methods.
• Knowledge and experience of quality compliance and enhancement, risk assessment.
• Experience in the use of data visualisation tools/platforms.

KEY FUNCTIONAL/TECHNICAL COMPETENCIES:

• Knowledge of national and institutional quality assurance frameworks (e.g. CHE, DHET).
• Experience with performance measurement, audit preparation, and strategic reporting.
• Proficiency in user-centered design principles, usability testing, and service journey mapping.
• Ability to conduct and analyse user feedback using qualitative and quantitative research methods.
• Knowledge of UX research methodologies.
• Proficiency in UX design tools such as Adobe XD, Sketch, or Figma (and others).
• Familiarity with systems, discovery tools, digital platforms, and UX evaluation tools (e.g., Google Analytics, Hotjar, etc.).
• Advanced information management skills and understanding of the digital research ecosystem.
• Ability to collect, analyse, and visualise data for informed decision-making.
• Proficiency in tools and techniques such as Excel, data dashboards, and behavioural analytics tools (e.g LibInsights, Power BI, etc) for performance and user analytics.

KEY BEHAVIOURAL COMPETENCIES:

• Analytical thinking and problem solving.
• Communication and interpersonal skills.
• Collaboration and teamwork.
• Innovation and adaptability.
• Attention to detail.
• Accountability.
• Accuracy.

Apply by: 5 January 2026