Senior Manager Design

3 weeks ago

Johannesburg, Gauteng, South Africa Telesure Investment Holdings Full time
Job title : Senior Manager DesignJob Location : Gauteng, JohannesburgDeadline : April 07, 2025Quick Recommended Links
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Job Purpose

  • Lead the management of the user experience design capability of Telesure, innovating processes, developing resources and ensuring that the capability remains in a market-leading position. Integrate customer-centric research and design practices into product and systems design across multiple interdependent projects.

Responsibilities

Customer Experiences Implementation

  • Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.

Design and Conceptualization

  • Produce multiple concepts and prototypes to design digital products/services.

Digital Strategy/Transformational Projects Execution

  • Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation. 

Customer Experience Mapping

  • Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.

Customer Experience Strategy

  • Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.

Customer Needs/Experience Research

  • Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Stakeholder Management

  • Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.

Product/Service Development

  • Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.

Leadership and Direction

  • Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management

  • Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Customer Experiences Implementation

  • Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.

Design and Conceptualization

  • Produce multiple concepts and prototypes to design digital products/services.

Digital Strategy/Transformational Projects Execution

  • Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation. 

Customer Experience Mapping

  • Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.

Customer Experience Strategy

  • Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.

Customer Needs/Experience Research

  • Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Stakeholder Management

  • Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.

Product/Service Development

  • Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.

Leadership and Direction

  • Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management

  • Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
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