Specialist: Customer Experience at The South African Revenue Service (SARS)

Job Purpose

• To ensure that SARS effectively bridges the gap between customer needs, as expressed through customer service experience, services offered, service recovery and feedback. The unit is responsible for creating designs that are both functional and provide a seamless taxpayer and trader experience. This role focuses on enhancing customer experience through improved service obsession and voluntary compliance by ensuring the effectiveness of tax process value chain.  In partnership with other internal and external stakeholders it ensures that the designed solutions improve service across Customer Experience, User Experience, Employee Experience, and User Interface. These solutions are based on consolidated feedback from customers, ensuring that designs are intuitive and enjoyable to use.

Education and Experience

Minimum Qualification & Experience Required

• Bachelor's Degree / Advanced Diploma in Business Administration/Management/Marketing/Commerce/Psychology/ Marketing/Operations Engineering (NQF 7) with 8 - 10 years' experience in Customer Service, Business / Operations Management and Service quality management, of which 3 - 4 years at a Junior Specialist level.

#Alternative                                                      

Senior Certificate (NQF 4) or Matric 15 years Customer Service/ Business / Operations Management and Service quality management experience, of which 3 - 4 years at a Junior Specialist level.

Job Outputs:

Process

• Analyse and make recommendations about improvements to specialist systems, procedures, policies and practices.
• Contribute to the optimum utilisation of org. resources, advising on effective planning and development of area of specialisation resource plans.
• Develop a single practice area in alignment with operational activity and procedural frameworks and ensure tactical implementation.
• Draw on own technical or professional expertise, knowledge and experience to identify and recommend tactical solutions to defined problems in practices.
• Integrate business information, compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes.
• Optimise goal achievement through tactical strategy implementation and optimisation of practises, processes and systems across an internal value chain.
• Plan for value-added, continuous practice and system improvements to deliver on objectives to enhance tactical implementation and excellence.
• Proactively identify interconnected problems, determine its impact and use to develop best fit alternatives, best practice implementation solutions.
• Recommend changes to optimise processes, systems, practice areas and associated procedures and execute the implementation of change and innovation.
• Translate top-down policy, apply modification in relation to own practice area and communicate impact to relevant stakeholders.
• Analyse customer feedback, behavioural data, and pain points to drive design decisions and collaborate with stakeholders to define CX goals.
• Conduct qualitative and quantitative research to gather input from employees about customer experiences/ Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI) and identify opportunities for improvement. Conduct user research, customer journey mapping, persona development, and experience audits.
• Define and drive Customer Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI) usability studies to determine ease of doing business with SARS's systems across channels.
• Define and drive CX performance metrics in alignment with government service delivery standards.
• Develop a tactical plan for successful NES/NPS/Customer Experience and Satisfaction metrics rollout and management.
• Developing a deep understanding of customer needs/insights for the development of and self-service user experience/ customer Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI).
• Drive customer experience benchmark studies with relevant revenue authorities to continuously improve value to customers.
• Evaluate and track Voice of Customer (VoC) feedback drawn across sources to identify customer pain-points and define opportunities to improve.
• Lead end-to-end journey mapping for various taxpayer segments (e.g., individuals, SMEs, corporations) channel and product to unlock/ Identify pain points across tax filing, payment, compliance, and inquiry processes.

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

• Develop and ensure implementation of a practice that builds service delivery excellence and encourages 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

• Accountability
• Analytical Thinking
• Attention to Details
• Commitment to continuous learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Expertise in Context
• Honesty and Integrity
• Fairness and Transparency
• Organisational Awareness
• Problem Solving Awareness
• Trust
• Stakeholder Engagement and Management
• Respect

Technical competencies

• Business Interaction
• Business Knowledge
• Continuous Process improvement
• Creative and Innovative Thinking
• Customer Relationship Management
• Data Collection and Analysis
• Efficiency improvement
• Functional Policies & Procedures
• Influencing Through Communication
• Reporting

Compliance Competency

• GOC Secret

Advert Closing Date:  8 March 2026