Senior Manager: CX/UX Design - PDE (Modernisation) at The South African Revenue Service (SARS)

Job Purpose

• To guide innovation and manage continuous process improvement and the design of complex multi-faceted business process solutions across the business process management life cycle as an integral part of providing enterprise solutions to business, providing insight and ensuring compliance with all new and proposed legislation to achieve sustainable business results in support of the enterprise strategy

Education and Experience

Minimum Qualification & Experience Required

• Honors degree (NQF 8) in UX Design/ HCI/ Computer Science/ Public Administration or a related field AND 10+ years’ experience in UX/UI/ CX designs/ financial services/ public sector/ digital government/ service design for regulated industries or in a similar environment, of which 3–4 years at management level?

OR

• Bachelor’s degree/ Advanced Diploma (NQF 7) in UX Design/ HCI/ Computer Science/ Public Administration or a related field AND 12+ years’ experience in UX/UI/ CX designs/ financial services/ public sector/ digital government/ service design for regulated industries or in a similar environment, of which 3–4 years’ experience 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 domains.
• Develop and maintain comprehensive UX and UI design systems, as well as service design standards and principles.
• Establish effective connections between customer experience research and functional design implementation.
• Provide strategic design leadership for digital and process-driven service initiatives with a focus on the customer perspective.
• Facilitate service design sprints and co-design workshops in collaboration with internal and external stakeholders.
• Support the end-to-end management of the service lifecycle, from discovery through delivery and ongoing improvement.

Governance

• Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability.

People

• Integrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job.
• Provide specialist know-how, support, advice and practice thought leadership in area of expertise.

Finance

• Implement and monitor financial control, management of costs and corporate governance in area of specialisation.

Client

• Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunity for feedback and exceptional service.
• Develop and ensure implementation of own practices to build delivery excellence, encouraging others to provide exceptional stakeholder service.
• Participate in the specialist practice community and contribute positively to organisation knowledge management.
• Provide authoritative, specialist expertise and advice to internal and external stakeholders.

Behavioural competencies

• Fairness and Transparency (V)
• Analytical Thinking
• Accountability (V)
• Conceptual Ability
• Fairness (V)
• Honesty & Integrity (V)
• Trust (V)
• Respect (V)
• 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 & 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