Job Description

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

We are seeking a visionary and strategic Head of Customer Experience (CX) and Design to lead and shape the direction of our CX and design initiatives. As the Head of this department, you will drive the overall strategy to elevate the customer experience and oversee the design of our digital and physical products, ensuring a seamless, engaging, and user-centered journey across all customer touchpoints. You will lead a talented team of designers, researchers, and CX professionals, and collaborate closely with cross-functional leaders to deliver transformative customer experiences that align with business objectives.

Requirements

Matric
Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field (Master's degree preferred).
Additional certifications in UX/UI design, CX leadership, or related disciplines are a plus.
8+ years of experience in UX/UI design, customer experience, or a similar field, with at least 4 years in a leadership or management role.
Proven track record of leading cross-functional teams and driving significant improvements in customer experience and design outcomes.
Extensive experience in leading complex design and CX initiatives across digital platforms (websites, mobile apps, etc.) and integrating them into larger business strategies.
Strong understanding of both qualitative and quantitative research methodologies, with experience leveraging data to inform design and CX decisions.
Experience with Agile methodologies and design systems.
Familiarity with front-end development (HTML, CSS, JavaScript) is a plus.

Duties & Responsibilities

Lead, mentor, and build a high-performing CX and design team across various disciplines (UX/UI, visual design, user research, customer insights).
Foster a culture of innovation, collaboration, and continuous learning, ensuring that the team is equipped with the latest industry knowledge and tools.
Attract, retain, and develop top talent within the CX and design space, promoting career growth and opportunities within the department.
Lead customer journey mapping and design thinking initiatives to ensure all customer touchpoints reflect the brand's commitment to excellence.
Analyze both qualitative and quantitative customer data to identify pain points, areas for improvement, and opportunities for innovation.
Collaborate with product, marketing, sales, and customer service teams to ensure an integrated and consistent customer experience across all channels and stages of the customer lifecycle.
Oversee the design of digital products, services, and interfaces to ensure they meet high standards of usability, accessibility, and brand alignment.
Guide the creation of wireframes, prototypes, and design systems that ensure consistent, scalable, and intuitive user experiences.
Champion best practices in design thinking, UX/UI principles, and human-centered design to influence product development and customer-facing services.
Work closely with senior leaders in product management, engineering, marketing, and sales to align design strategies with broader business goals.
Act as the primary advocate for the customer within the organization, ensuring that CX and design considerations are embedded in all strategic decisions.
Drive cross-departmental workshops and initiatives to cultivate a customer-first mindset throughout the company.
Define and monitor KPIs related to CX and design outcomes (e.g., customer satisfaction, NPS, conversion rates, usability metrics).
Lead efforts to continuously optimize the customer experience and design processes based on feedback, research, and performance data.
Stay ahead of industry trends, emerging technologies, and customer behavior patterns to ensure the company's CX and design strategies remain innovative and competitive.

Competencies

Proven leadership ability with strong team-building, mentoring, and management skills.
Deep knowledge of user-centered design principles, design thinking, and CX best practices.
Expertise in design tools such as Figma, Sketch, Adobe Creative Suite, and prototyping tools.
Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
* Strong analytical skills, with the ability to derive insights from both customer feedback and business data.