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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job Summary
The position is a part of the Digital Transformation and Technology team of Absa Bank (Mauritius) Limited. The incumbent would report to the Head of Digital Transformation and will be responsible for end-to-end user experience design, including discovery, ideation, conception, detailed design, prototypes and validation across multiple digital products and tools.
Job Description
Illustrating design ideas using storyboards, process flows, sitemaps and wireframes
Gather and evaluate requirements in collaboration with business analysts and project managers.
Apply design thinking principles to create world class digital customer experience including:
Conduct primary & secondary research to understand user needs
Global benchmarking / competitor analysis with similar apps and websites
Empathy mapping of user personas
Create information hierarchy
Prepare story boards and low fidelity mock-ups, wireframes or pencil sketches
Define end to end user process flows
UI mockups and prototypes on Figma, Adobe XD or any latest design software that clearly illustrate how apps / sites function and look like, including the web & mobile journeys
Design detailed UI/UX journeys with edge cases, empty, partial and filled user states
Conduct usability testing
Design various visual materials, including campaign artworks, posters, social media graphics, logos, brochures, flyers, digital content for web & app, emailers, animations, graphics for internal communication etc.
Create short animation, videos and support in taking quality photos to aid the marketing and promotional activities
Work within Absa brand guidelines to create layouts that reinforce a brands style or voice through its visual touchpoints
Test UI elements, such as banners, CTAs, page designs, page layouts, target links, and page flows, for landing pages
Ensure clear, crisp and interactive tailor-made content is provided on the customer journeys while designing wireframes & artworks
Ensure communication contents e.g.: email / sms are designed & in-lines with Absa brand guidelines including customer comms, internal comms, newsletters etc.
Assist programmers / suppliers during system development, Ex: provide use cases, user stories flowcharts etc.
Responsible for system testing, designing components and providing that information to the development team.
Co-ordinate with the project teams including internal & external suppliers and ensure that the resources are equipped to be productive in time to meet requirements.
Evaluate alternative solutions to business problems and select preferred solution & justify the selections.
Provide user interface design specifications to the development team / suppliers
Demonstrate application functionality, solicit feedback and ensure that project requirements are met.
Ensure monitoring, maintenance and refresh of existing digital assets (time allocation
Ensure website & app contents are refreshed as & when required.
Collaborate with the marketing team as and when required to make sure that content is up to date on digital assets.
Monitor success metrics from a usability standpoint such as web and mobile usage analytics to trend spotting. See what is working with the users and what is not. Every bit of information that can help improve the digital asset is crucial
Run analytics on questionnaire responses, field studies, interviews, etc. They are responsible for finding out ways to understand the users.
Utilize the insights as inputs for their design decisions.
Conduct observational research; observe sample users’ interaction with the product.
Analyse the impact on user journeys on introducing new features or enhancements.
Continuously monitor the production apps & websites across devices to ensure nothing breaks.
Perform regression testing on existing apps & websites to ensure no design impact on introduction of new features.
Keeping up to date with the latest design trends, software tools, and techniques.
Stakeholder Management
Work with colleagues in the team to achieve excellent business results through a shared purpose, continuous people development and mentoring activities.
Build strong and productive working relationships with business, senior stakeholders, and Absa Regional Office to manage objections.
Responsible for closing down debate on requirements scope and detail in order to keep the delivery on track.
Develop a deep sense of ownership and drive a high-performance culture that ensures individual and team accountability across levels.
Understand and educate stakeholders about the strategic direction of Absa and ensure its alignment to customer demands, international industry standards with a competitive advantage.
Champion the required cultural change in the business and emphasise appropriate ways of working with
Uphold and create excitement about the Digital Transformation vision and emphasise respect for values and further alignment of individuals actions, practices and processes and its impact on our team and Customers
Customer Experience
Facilitate a customer obsession culture within and across teams for the long-term success of the brand and continuous business growth.
Draw up best-in-class intuitive customer journeys, artworks and at the same time aligning with Absa brand guidelines.
Deliver effective customer experience in the Digital Channels environment to enable customer acquisition, retention, and cross selling.
Ensure regular and proactive communication with the respective customer facing teams on all initiatives, plans and practices.
Create Self Service and convenient channels for the customers to ease the banking experience, reduce TAT and cost to serve.
Provide insights, key learning’s, and digital behavioural trends to relevant stakeholders on digital projects
Control and Governance
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
Ensure that adequate controls are in place and drive a culture of proactive compliance in the function.
Seek clearances from various stakeholders including compliance, legal, risk, IT etc. on proposed designs and adhere to the organisation’s processes for project / product rollouts.
Ensure bug free release to the production environment
Role / Person
Specification
Education and Experience Required
Bachelor’s degree in design, computer science, or a relevant field
Proven work experience as a UI/UX designer or a similar role
Portfolio of UI/UX design work for both mobile and web platforms
Portfolio of creative artworks for digital platforms
Passionate and committed to over-coming internal barriers to disruptive innovation.
Knowledge & Skills: (Maximum of 6)
Good knowledge of Sketch, InVision, HTML, Visio, iOS, Android, Adobe Photoshop, Premiere Pro, Illustrator, InDesign, Figma etc. (Advanced)
Makes prompt clear decisions (Advanced)
Takes responsibility for actions, projects & people (Advanced)
Takes initiative, act confidently, works independently (Expert)
Initiates and generates activity (Expert)
Identifies development strategies (Advanced)
Keeps up to date with competitor info (Advanced)
Relevant business and technology knowledge (Advanced)
Displays leadership (Advanced)
Demonstrates integrity (Advanced)required.
Know-how or hands on experience on emerging UX technologies like Flutter or other creative tools (good to have)
Competencies:
Deciding and initiating action
Adapting and responding to change
Entrepreneurial and commercial thinking
Relating and networking
Persuading and influencing
Creative and innovating
Working with people
Contract negotiation
Attention to detail
Adaptability and customer orientation
Education
Further Education and Training Certificate (FETC): Marketing (Required)
