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Digital: Customer Experience ( 6-month contract )

Job Ref
Job Type
Employer Type
Date Added 10 Feb 2021
Expiry Date 10 Mar 2021
* There have been 4 applications to this job.
* This job has been viewed 1175 times.
ABSA Group

Gauteng (Jhb)

ZAR550 - ZAR550 per hr


Role details:

To create and maintain the very best Digital Channel experience through activities that improve the usability, design, usefulness and desirability of the various Company digital channels, in line with the overall Digital Channel strategy, as well as ensuring alignment with relevant Group, Segment, Product and Marketing objectives.
To build and run a world class usability and design team and manage 3rd party agencies.
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-Ensure the companyís Digital Channels are at the global forefront of simplicity and usability while still maintaining the depth and rich functionality of the Company product set.
-Take ownership of user experience across the breadth of Company digital channels including Internet, WAP, WIG, USSD, App, ATMís and all other digital channels.
-Establish a UX strategy that will guide the principles for UX application in the short and medium term.
-Collaborate with business stakeholders, product managers and business analysts to brainstorm ideas, develop concepts and define project goals.
-Work collaboratively in a team that elicits and documents functional requirements and prioritisation from business stakeholders through workshops and relevant documentation.
-Identify key performance indicators to aid in the definition of a usability approach which supports user requirements, business objectives and best practices.
-Develop scenarios, navigation models and prototypes for demonstration of concepts.
-Define and produce information architecture, site structures and maps, user journeys, interaction flows and wireframes in line with user requirements and business goals, while considering technical constraints.
-Review and approve the output of the design and technical teams to ensure that the planned user experience is achieved during implementation.
-Participate in product design from a usability and graphic design perspective.


-Ensure Company Digital Channels are world leaders in design principles clearly setting Company apart from local competitors.
-Establish a Design strategy that will guide the design principles across digital channels in the short and medium term.
-Take ownership of Barclays/Company brand application and design across the breadth of Company digital channels including Internet, WAP, WIG, USSD, App, ATMís and all other digital channels.
-Create and maintain the Company digital CI.
-Ensure design principles are applied to new digital products and services.
-Create accurate and adopted user profiles and personas as an outcome of research and usability testing.


-Source and apply international models for best practice processes within the usability environment, through desk research and exposure to industry conferences.
-Manage the implementation of usability process improvements to optimise quality and efficiency.
-Follow processes and systems to enhance the effectiveness of the usability discipline.
-Assist with quality assurance and user acceptance testing of new products or enhancements.


-To build and run a world class usability and design team.
-Grow the capabilities of the Customer Experience team within Company particularly in the areas of User Experience and Design to enable Company to reduce its dependency on 3rd party design agencies.
-Manage 3rd party agencies for the delivery of testing, UX and Design work according to agreed quality standards and timeframes.
-Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
-Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
-Establish and maintain a succession plan for the team.
-Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
-Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year.
-Review and update the departmentís organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
-Motivate to and obtain approval from the Head of Digital Channels for any additional headcount for the team.
-Approve leave requests for team members and create leave plans to ensure adequate coverage.
-Apply Brand guidelines to maintain a consistent look and feel throughout all graphic and web properties.

Manage a team to produce the following but be capable of providing these deliverables as well when the need arises
- Conceptualise and create artwork for online projects and campaigns
- The ability to take the designs created in Photoshop and turn them into standards compliant HTML using CSS to style mark-up.
- Assist the Programmers and other Graphic Designers with design support.
- Manage the asset library.


- Conduct user research to understand user behaviours and preferences to inform user interface solutions through benchmarking, heuristic reviews and surveys.
- Plan, design and execute user testing, including stakeholder interviews, focus groups, contextual enquiry and usability testing Ė in partnership with external vendors if necessary.
- Collate and interpret qualitative and quantitative research and testing data using relevant analytical methods and tools.
- Interpret channel analytics data to inform the understanding of customer behaviour and channel experience.
- Monitor overtime and ensure that it is kept to a minimum. Report excessive overtime to the Head of Access and create plans to address the issues.
- When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
- Resolve grievances raised by team members and escalate only if required.
- Address poor performance of any team member through the formal Performance Accelerator programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognised.
- Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.


-University degree (preferably in Human/Computer interaction, Human Factors) or Design degree/diploma (Digital or Human Factors)
-NQF level 7 qualification or higher
-Three (3) years experience in a similar position, in dynamic and fast-moving industries.
-Five (5) years dedicated experience in digital user experience and interaction design.


-Knowledge of Leads Management (Basic)
-Knowledge of Contact Governance (Basic)
-Knowledge of Segment Profiles (Advanced)
-Knowledge of customer needs (Expert)
-Knowledge of Customer Centric processes (Advanced)
-Knowledge of Date warehouse and ESS capabilities (Basic)
-Analytical skills (Advanced)
-Written and Communication skills(Advanced)
-Ability to translate strategic insights into deliverables (Advanced)


-Achieving personal work goals and objectives
-Adapting and responding to change
-Coping with pressures and setbacks
-Creating and innovating
-Deciding and initiating action
-Presenting and communicating information
-Relating and networking