Interaction Designer at FNB South Africa

Are you someone who can: 

• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialization
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME's, project managers and senior staff members and service providers
• Develop a variety of user experience design principles, best practices and processes
• Provide leadership to the creative team on user experience design concepts
• Customer Journey Mapping: oversee and support the completion of all CX artifacts including the mapping the entire customer journey to identify pain points, needs, and opportunities for improving the overall experience
• User Research: ensure relevant research such as surveys, interviews, and usability insights are gathered and applied into user behavior, preferences, and challenges
• Collaboration with Teams: working closely with product development, marketing, design, and technical teams to ensure that customer-centric solutions are implemented
• Optimizing touchpoints: oversee and ensure that every interaction, from customer entry point to customer support, is optimized to enhance the overall user experience
• Design and testing: oversee and support design elements and all prototypes to ensure that user interfaces are intuitive, functional, and aesthetically pleasing
• Continuous Improvement: Implementing strategies to continuously refine and improve the user experience based on evolving customer expectations and market trends.

Education/ Qualifications

• Bachelor’s Degree: in Marketing, Business administration, Psychology, or a related area
• Additional qualification in Customer Experience, Marketing, UX or a related field advantageous

Experience

• 5+ years in Customer Experience, Marketing, UX or Product management roles
• Leadership Experience: experience managing UX teams and projects
• Experience in Retail or Telco industries advantageous

Skills

• Analytical skills: ability to analyze data and customer feedback to inform decisions
• Communication skills: strong verbal and written communication for collaborating with teams and presenting to stakeholders
• Customer-centric mindset: understanding customer needs and behaviours
• Project management: ability to manage multiple projects and prioritise tasks effectively
• Technical proficiency: ability to use collaborative whiteboarding tools, like Figjam, and ability to design prototypes in cloud-based design tools, preferably Figma

Certifications (optional but beneficial)

• Customer Experience or UX Certification: like CXPA or similar
• Project Management Certification: PMP or similar can enhance project management capabilities.

Other qualities

• Empathy: a strong ability to understand and relate to customers’ experiences
• Adaptability: flexibility to adjust strategies based on changing customer needs and market trends

We can be a match if you are:

• Curious & courageous – you’re driven by always wanting to know more and learn more and you’re brave enough to take action.
• Obsessed with mastery – you know what it takes to become good at what you do and are constantly pushing yourself to achieve this.
• A team player – you believe in the power of teams, building and leveraging your networks.
• Emotionally intelligent – you are able to connect with people to build trust.