Overview

Elevate the customer experience at one of South Africa's top banks by joining our team as a Service Designer. In this influential role, you will orchestrate the service vision across various teams, crafting a seamless integration of both digital and non-digital touch-points to deliver a holistic, user-centered experience.

Your strategic insight will be essential in translating overarching service strategies into practical, intuitive UX/UI interactions. Collaborating with multiple Agile squads and business units, you will be the linchpin ensuring that every initiative not only aligns with our business objectives and user expectations but also remains technically feasible.

Tasks include:

• Maintain and evolve the service vision, ensuring product teams deliver a cohesive, user-centred experience.
• Define, map, and continuously refine end-to-end journeys, ensuring alignment across Agile squads and work-streams.
• Develop service blueprints that connect UX/UI designs with backend systems, workflows, and customer support.
• Act as a bridge between UX/UI, product, business and development teams, ensuring the app’s interface and interactions align with the overarching service vision.
• Facilitate workshops and drive cross-team alignment to resolve dependencies and optimise workflows.
• Conduct research and usability testing, ensuring service improvements lead to measurable business and user outcomes.
• Support backlog prioritisation, balancing desirability (user needs), viability (business impact), and feasibility (technical constraints).
• Advocate for service-led decision-making, ensuring that teams consider the entire ecosystem, not just digital interactions.
• Team management =-10-14 UI/UX Designers 

Requirements: 

• Willing to work on a 12 month contract with the possibility of renewal 
• Expertise in service design methodologies (journey mapping, blueprinting, systems thinking).
• Ability to conduct high-level design to define core service structures and flows before detailed UX/UI execution.
• Experience aligning multi-disciplinary teams (design, development, operations, business).
• Strong facilitation and stakeholder engagement skills, with the ability to drive alignment across multiple teams.
• Deep understanding of UX/UI principles and how interfaces connect to broader service flows.
• Research and data analysis capabilities to inform evidence-based decision-making.
• Familiarity with Agile delivery methods, including product roadmaps, backlog prioritisation, and iterative development.