Head Of Customer Experience Design

Communicate Recruitment; Cape Town; On-site; ZAR 1,000,000 - 1,800,000; Full time

Job summary

Communicate Recruitment in Cape Town seeks an experienced Customer Experience, UX, or Design leader to define and own the CX vision across multiple brands and journeys, and to lead the transformation of the CX Design function with modern methodologies, tooling, and ways of working.

You will drive the adoption of AI-enabled design practices across research, ideation, prototyping, experimentation, and delivery; partner with Product and Technology to embed experience design into a product-led

Qualifications

• Relevant qualification in Design, User Experience, Human-Centred Design, Product Design, Digital Design, or a related field.
• Additional leadership, design, innovation, or customer experience certifications will be advantageous.
• Experience leading CX/UX transformation and cross-brand customer journeys preferred.

Responsibilities

• Define and own the customer experience vision and strategy across multiple brands and customer journeys.
• Lead the transformation of the CX Design function, modernising methodologies, tooling, and ways of working.
• Drive the adoption of modern design practices, including AI-enabled approaches across research, ideation, prototyping, experimentation, and delivery.
• Partner closely with Product and Technology leadership to embed experience design into a product-led operating model.
• Champion customer discovery, validation, experimentation, and evidence-based decision making.
• Lead, coach, and develop a team of Experience Designers while establishing design standards and governance frameworks.
• Influence senior stakeholders and help connect customer experience improvements to measurable commercial outcomes.
• Drive accessibility, inclusive design, and ethical customer experiences across the organisation.

Skills

CX leadership

UX leadership

Design governance

Stakeholder management

Team coaching

Education

Design/UX or Human-Centred Design qualification

Job description

Job Description

My client is seeking an experienced Customer Experience, UX, or Design leader to:

• Define and own the customer experience vision and strategy across multiple brands and customer journeys
• Lead the transformation of the CX Design function, modernising methodologies, tooling, and ways of working
• Drive the adoption of modern design practices, including AI-enabled approaches across research, ideation, prototyping, experimentation, and delivery
• Partner closely with Product and Technology leadership to embed experience design into a product-led operating model
• Champion customer discovery, validation, experimentation, and evidence-based decision making
• Lead, coach, and develop a team of Experience Designers while establishing design standards and governance frameworks
• Influence senior stakeholders and help connect customer experience improvements to measurable commercial outcomes
• Drive accessibility, inclusive design, and ethical customer experiences across the organisation

Qualification

Relevant qualification in Design, User Experience, Human-Centred Design, Product Design, Digital Design, or a related field. Additional leadership, design, innovation, or customer experience certifications will be advantageous