Key Responsibilities: Shape, design, and guide customer and user experience strategies to solve complex problems. Lead the development of complex, multifaceted business process solutions. Ensure that services are structured according to the needs, expectations, and behaviours of both customers and employees. Provide thought leadership in embedding user- and human-centred design principles throughout the organization. Drive user research and innovation initiatives to create impactful, user-focused experiences that contribute to business growth. Translate consolidated feedback and insights into strategic design solutions that enhance service delivery, improve accessibility, and encourage voluntary compliance. Operate at a strategic level, influencing cross-functional and cross-product policies, service design efforts, and digital transformation projects to deliver consistent, intuitive, and seamless experiences across all customer and employee interactions. Lead multidisciplinary design and engineering teams. 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: 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. Qualifications and Experience: Honours or Masters degree in UX Design, HCI, Computer Science, Public Administration, or a related field. 8+ years of experience in UX/UI or CX designs, with at least 34 years ideally at operational specialist level working in the financial services, public sector, digital government, or service design for regulated industries. At least 3-4 years experience in designing end-to-end business process solutions, integrating CX and UX design principles to ensure solutions are intuitive, user-friendly, and aligned with customer needs, Between 3-4 years experience in leading large complex and multi-facet design projects. Between 3-4 years experience overseeing and mentoring cross-functional teams of technical specialists, ensuring alignment between business objectives, technical feasibility, and user experience. Solid experience in establishing process governance framework Solid experience in dealing with and interacting with executive leadership within an organization Proven extensive business process management experience. Critical Experience: The ability to identify patterns or connections between situations that are not obviously related and to identify key or underlying issues in complex situation. This is the ability to formulate new concepts based on information gathered. Ability to document information pertaining to information systems and or process and operational specifications. Ability to implement internal audit functions in alignment to the organisations strategic plan and the organisations strategy for change. Ability to create reports for various stakeholders as relevant, in a lucid and effective manner, keeping in mind the purpose of the reports. Must have Knowledge on : Understands a situation or problem by breaking it into smaller pieces/tracing the implications of situation in a step-by-step way. Has good general knowledge with some detailed knowledge of products/functions. The knowledge and interpretation of the functional policies and procedures, including monitoring their consistent application internally. Apply practical and applied knowledge and act authoritatively on methods, systems, and procedures to identify trends and potential risks. Behavioural competencies: Fairness and Transparency Analytical Thinking Accountability Conceptual Ability Fairness Honesty & Integrity Trust Respect Problem Solving and Analysis Attention to Detail Commitment to Continuous Learning Organisational Awareness Building Sustainability 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. 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 Analyzing user behaviour for usability of designs