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Experience Design Lead - Johannesburg, South Africa - Nedbank

Nedbank

Verified Company

Johannesburg, South Africa

4 weeks ago

Posted by:

Thabo Mthembu

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Description

Job Purpose

Implementation of the Client and Employee Experience design strategy and to synthesise the outcomes of design research and map them into a journey to meet the teams objective in line with Nedbank's focus on Client Centricity.
Manage interaction with clients, internal stakeholders, and value chain partners that assist in the development of client and employee centric solutions, delivery of communication and the associated product collateral.
Support CX/ UX delivery in squads in line with the CCD framework.

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Responsibilities:

Adopt a customer
focused framework of research methods that enable the organisation to understand user needs; the problems they're facing; and the way in which they'll use our products.
Develop and implement research best practices to ensure quality, consistency, and compliance with industry standards.
Manage research resources including staffing, tools, equipment to support efficient and effective operations.
Identify and determine appropriate research methods/approach based on the underlying design challenge.
Lead the development and execution research initiatives and programmes that align with Nedbank's strategic objectives.
Prepare research data and synthesise the data in collaboration with CX colleagues and others, to surface observations, themes, and insights.
Balance both agile and strategic research methods daily to influence solution direction, and overall user experience across all touchpoints.
Partner and collaborate with multiple disciplines (especially UX and UI design) on aligned goals and influence business stakeholders.
Translate goals into research questions and design research plans
Produce qualitative exploratory research, including market research
Oversee and execute usability testing, heuristic evaluations, user interviews, surveys, and ethnography.
Define and implement the NCIB voice of the client program, while tracking and monitoring user experience across the digital platforms.
Collaborate with the CX team to develop and design personas and inform client journeys, scenarios, and red routes.
Define and conduct empathetic studies to better understand behaviour
Design and conduct environmental analyses to get a 360degree views of clients
Consult and collaborate with various product development team
Help the business to understand the relevant social, cultural, political, and economic factors that determine the relevant products and experiences that will land best
Simplify the complexities of South African societies to help business create appropriate and meaningful experiences.
Detail the relevant Micro and Macro life moments to find opportunities to best serve clients.
Lead efforts to establish a culture of research within NCIB, including research ambassador, foster collaboration

Essential Qualifications - NQF Level

Bachelor's degree in Psychology or Anthropology or Sociology or equivalent

Certifications

Scaled Agile Framework
Minimum Experience Level years' experience in Change implementation; Thorough knowledge of, and experience in, change management principles and methodology.

years of direct exposure working on CX / UX

Technical / Professional Knowledge