Specialist: Design and Experience Facilitation

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Date: 17 Mar 2026

Location: Centurion, Gauteng, ZA

Company: BCXP

Business unit, Department, Reporting

Business Unit Chief Finance Officer (CFO)
Department BTE
Job grade/level S5

 

Core Description

Responsible for shaping user experiences, facilitating human centred design processes, and enabling BCX to create intuitive, inclusive, and effective services across internal and external journeys.

Key Deliverables / Primary Functions

  • Facilitate design thinking, discovery and co creation sessions to uncover user needs, pain points and experience gaps across services and platforms.
  • Develop user journeys, service blueprints, personas, interaction flows and experience narratives that translate research into structured design artefacts.
  • Transform qualitative and quantitative insights into actionable experience improvements aligned to BCX’s operating model, digital processes and customer touchpoints.
  • Assess service pain points and identify opportunities for simplification, automation or end to end redesign that improve usability and operational efficiency.
  • Produce experience artefacts that guide product, platform and process teams, ensuring alignment between business requirements, employee experience and technology capability.
  • Support rapid prototyping using wireframes, mockups and experience scenarios, incorporating accessibility, usability and inclusive design standards.
  • Validate prototypes with users and stakeholders, integrating feedback into iterative refinements and evidence based decision making.
  • Develop and maintain design frameworks, templates and toolkits that standardise service design practice across BCX, advocate for user centred principles and present clear experience insights that inform strategy, transformation priorities and technology adoption.

 

Core Functional Skills & Capabilities

Service Design
Customer Experience Management
Design Thinking
Experience Prototyping
Analytical and Problem Solving

Core Behavioural Competencies

Formulating Strategies & Concepts
Creating & Innovating
Leading & Supervising
Job Match
Entrepreneurial & Commercial Thinking
Delivering Results & Meeting customer expectations

Minimum Qualifications

Three-year degree (NQF 7) in Information Systems/Business or Marketing Management, or related field.
Training or certification on Consumer Behaviour will be added advantage.

Additional Education -Preferred /Advantage

Experience

At least Five (5) years’ of experience in service design, UX, customer experience, or design thinking facilitation.

Certifications

Agile delivery certification (Scrum, SAFe)
Design Thinking (IDEO, LUMA, HFI)
UX/UI certifications
Service Design Professional Certification

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Level of engagement - Engagement will all levels within the organisation, internal and external to the business.

Span of control = 0

Special Requirements / Employment Condition

Willing to travel
Valid Drivers license

Workplace / Physical Requirements

Non-Billable
Hybrid Remote Worker

BCX is an equal opportunity employer and appointments will be made in line with our employment equity plan and talent requirements. We seek to promote the employment and advancement of designated groups, inclusive of people with disabilities, while building an inclusive workforce that embraces diversity.