Talent Pool: Client Designer MMH

Role Purpose

Plan, execute, and facilitate human-centered design processes across multiple projects, capturing the customer's voice and collaborating cross-functionally to deliver meaningful and diverse customer experiences.

• Certificate in UX design Desirable
• A bachelor's degree or equivalent qualification in a relevant field such as Design, Human-Computer Interaction (HCI), User Experience (UX) Design, or a related discipline
• 3 – 5 years’ experience in user experience (UX) design/interaction design/ software/prototyping and or equivalent relevant experience
• Demonstrated experience in managing design projects which highlight user research/interaction design/product development and or visual design
• Finance/Insurance industry experience (desirable)
• Experience with Bonitas Medical Aid is advantageous
• A thorough understanding of human-centered design principles and methodologies
• A strong grasp of customer experience concepts and strategies
• Familiarity with UI design principles and best practices
• Knowledge of relevant design tools and software (e.g., Figma, Sketch, XD, Miro)
• An understanding of data analysis techniques
• Familiarity with project management concepts and methodologies
• Knowledge of industry best practices and a passion for staying up-to-date with design trends and emerging technologies

• Identify ideal customer profiles and map customer journeys to identify gaps in the customer experience across all touchpoints, encompassing interactions, transactions, and engagements from purchase to product return to customer support, with the clear output of improving the overall customer experience.
• Collaborate with internal teams such as marketing, sales, product development, account management, billing, finance, and UX to address and rectify gaps in the customer experience throughout the customer journey, ensuring a seamless and cohesive experience for customers. Implement human-centered design methods to meet user needs effectively, continuously improving design processes.
• Gather customer insights through feedback strategies, shaping experiences based on preferences, pain points, and diverse backgrounds.
• Facilitate cross-departmental communication for cohesive execution of design objectives and user needs.
• Define specific design goals aligned with brand values, measuring impact on customer satisfaction and metrics.
• Champion inclusivity, diversity, and accessibility principles for impactful design.
• Stay updated on industry trends, emerging technologies, and best practices to enhance design outcomes.
• Collect, track, and analyse customer feedback to gain insights and recommend internal improvements, contributing to the measurement of metrics such as Net Promoter Score (NPS) to evaluate the brand's performance on customer experience parameters.

• Maintain regular communication with internal stakeholders, including customer service executives and customer-facing teams, to identify any gaps or opportunities in the brand experience and work towards enhancing customer satisfaction.
• Ensure alignment of customer experience strategies with broader marketing and business goals and outcomes.
• Collaborate with internal teams to gather customer insights, feedback, and data, and use this information to inform design decisions and improvements in the customer experience.
• Act as a champion for the customer, advocating for their needs and preferences throughout the design and development process.

• Create satisfying and compelling experiences for product users, with a focus on reshaping the customer experience to maximise conversions. Gain expertise in understanding touch-points across the entire customer journey.
• Collect, track, and analyse customer feedback to generate insights for internal improvements, including the measurement of metrics like Net Promoter Score (NPS) to assess the brand's performance in terms of customer experience.
• Collaborate effectively with cross-functional teams, fostering a culture of empathy, creativity, and customer-centric thinking.
• Stay updated on industry trends, best practices, and emerging technologies related to human-centered design, and share knowledge and insights with colleagues to promote continuous learning and improvement.

• Contribute to the financial planning process within your area of responsibility.
• Identify opportunities to enhance cost-effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due diligence.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.