Digital Design and User Experience Specialist
Absa
n/a - n/a
R700–750 per hour
15 Troye Street, City of Johannesburg Metropolitan Municipality, 2001
Contract
UI/UX Engineer
UX/UI Design
Design Methodology
Systems Thinking
User experience research
User analytics
Role
JOB DESCRIPTION INFORMATION
Job Title: Digital Design and User Experience Specialist
More about the Area & Team:
Deliver an end to end Tier 0 HR support that takes colleagues seamlessly from question to resolution through an AI enabled channel, combining high quality knowledge content, smart escalation to Tier 1 for complex issues, and continuous feedback loops that improve answers, increase self-service adoption, and reduce manual HR effort over time while also providing orchestration of key employee journeys and moments that matter
More about the project:
Problem to solve / Project Objective(s)
- Enable employees to self-serve HR queries 24/7 via an AI powered channel (chat, portal, mobile). Ultimately, reducing Tier 1 HR case volume and email traffic within 12 months.
- Improve colleague experience scores for “ease of getting HR help"
Solution/Deliverable(s)
- Knowledge based HR queries (policies, benefits, leave, payroll FAQs, onboarding, life events) resolved through a generative AI powered Tier 0 experience that understands natural language, asks clarifying questions, and assembles clear, personalized answers in seconds. The assistant continuously learns from interactions and feedback to improve relevance, reduce repeat contacts, and give colleagues a consistent, consumer grade support experience.
- Standard HR transactions are initiated and completed by an orchestrated, agentic AI layer that can act on behalf of colleagues, not just provide information.
- The AI can gather required details, pre populate forms, trigger workflows, route for approvals, update HR systems, and confirm completion back to the colleague, creating an end to end, low effort experience. By coordinating multiple back end systems and hand offs automatically, the AI reduces cycle times, minimizes errors, and gives colleagues real time status visibility, significantly improving both productivity and overall HR experience.
- The service will operate within strong governance, role-based access, and clear approval processes to ensure responses are accurate, policy aligned, and secure
Attractive Tech exposure
• ServiceNow
• Workday
• My Gateway
• Copilot AI or similar exposure
Job Description / Responsibilities:
Drive end-to-end user experience design, including discovery, ideation, conception, detailed design, prototypes and validation across multiple products and areas.
Requirements:
· Experience strategy & vision setting, aligned to business outcomes
· Customer value proposition understanding
· Stakeholder influence at senior/executive level
· Systems thinking and end-to-end experience design
· Measures experience impacts (Colleagues Experience Metrics, and Adoption)
· Agile and product operating models, including change
· Own design standards, principles and governance across journeys and products
· Partner with Product Owners, Tech, Data and Shared services to embed design end-to-end
· Ensures scalability, reusability, and alignment across the journeys
Background and experience required:
Years experience:
o +5 years
· Industry experience:
o Financial services or similar industry
o Knowledge or background in human capital processes
· Must-have Skills (Mandatory Skills):
· Incl. min yrs exp required per skill • Design Methodology
o Systems Thinking
o Figma or similar tools
o User experience research and UX/UI design
o Prototyping
o User analytics
Beneficial Skills (Desired Skills):
o Lean & Six Sigma
o AI Tools
o Qualtrics
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