Senior Specialist CX & UX Designer

📍 Job Overview

Job Title: Senior Specialist CX & UX Designer

Company: Sabenza IT & Recruitment

Location: Pretoria, Gauteng, South Africa

Job Type: Full-Time

Category: Customer Experience (CX) & User Experience (UX) Design / Digital Transformation

Date Posted: May 22, 2026

Experience Level: 8+ Years (with 3-4 years at Specialist level)

Remote Status: On-site

🚀 Role Summary

• Drive the strategic design and implementation of customer and user experience initiatives within a large-scale, impactful environment, focusing on transforming service delivery.

• Lead complex, multifaceted business process solutions by integrating CX and UX design principles to ensure intuitive, user-friendly, and customer-aligned services.

• Champion human-centered design methodologies across the organization, influencing strategy and fostering innovation to create impactful user experiences.

• Operate at a strategic level to influence cross-functional policies and digital transformation projects, ensuring seamless and consistent experiences for customers and employees.

• Lead and mentor multidisciplinary design and engineering teams to deliver user-centric solutions that enhance service delivery and encourage voluntary compliance.

📝 Enhancement Note: This role is positioned within a government or regulated industry context (implied by mention of "SARS services" and "voluntary compliance"), requiring a strong understanding of public sector or financial services digital transformation and process governance. The "Senior Specialist" title indicates a deep level of expertise and leadership, driving strategic initiatives rather than solely executing design tasks.

📈 Primary Responsibilities

• Strategic Design Leadership: Shape, design, and guide customer and user experience strategies to effectively solve complex problems and enhance service delivery.

• Business Process Transformation: Lead the development of complex, multifaceted business process solutions that are structured according to the needs, expectations, and behaviors of both customers and employees.

• User-Centricity Embedding: Provide thought leadership and practical guidance to embed user- and human-centered design principles throughout the organization's service design and delivery frameworks.

• Research & Innovation: Drive user research and innovation initiatives to create impactful, user-focused experiences that directly contribute to business growth and operational efficiency.

• Feedback Translation: Translate consolidated feedback and insights from user research and stakeholder input into strategic design solutions that improve service delivery, enhance accessibility, and promote voluntary compliance.

• Cross-Functional Influence: Operate at a strategic level to influence cross-functional and cross-product policies, service design efforts, and digital transformation projects, ensuring consistent, intuitive, and seamless experiences across all touchpoints.

• Team Leadership: Lead multidisciplinary design and engineering teams, fostering a collaborative environment and ensuring alignment between business objectives, technical feasibility, and user experience goals.

• Design System & Standards Management: Develop and maintain comprehensive UX and UI design systems, alongside service design standards and principles, to ensure consistency and quality.

• Stakeholder Engagement: Establish effective connections between customer experience research and functional design implementation, facilitating co-design workshops and strategic discussions with internal and external stakeholders.

• Service Lifecycle Management: Support the end-to-end management of the service lifecycle, from discovery and design through to delivery and ongoing improvement, with a strong focus on the customer perspective.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, leadership, and deep design expertise, requiring the candidate to influence policy, manage complex projects, and mentor teams. The emphasis on "SARS services" and "voluntary compliance" suggests a need for experience in regulated environments where user adoption and trust are critical.

🎓 Skills & Qualifications

Education:

Experience:

• 8+ years of progressive experience in UX/UI or CX design