Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa's leading financial long and short term insurance providers. Our portfolio includes South Africa's most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dialdirect, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We're pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We're an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.
Plan and conduct user experience (UX) research activities to provide input into UX design. Seek to understand the user's experience (UX) and how users interact with products or services. Uncover the motivations behind the behaviour, wants, needs, and priorities of people interacting with our brand and figure out how to make products more appealing, user-friendly and accessible.
Carry out a range of research activities either to support others or to fulfill the requirements of the role.
Plan, design and conduct the usability testing process from developing user recruitment through to test moderation, analysis and reporting.
Conduct research to gather insights for new product and concept developments (including user requirements gathering and early stage concept and prototype testing, guerrilla research, and other approaches to ensuring the user need is fully understood in the service design).
Work with managers as required to devise appropriate research strategies to generate focused insights and to convert concepts into high quality stimulus material.
Customer Needs/Experience Research
Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Customer Experiences Implementation
Test new customer experiences and provide feedback for improvement.
Work closely with designers and developers to turn user data into actionable product/service requirements that feed into prototype development, and influence product direction.
Apply knowledge in human factors and the user-centered design process to product and service design in an iterative development environment.
Work independently to collate and analyze data using predetermined tools, methods, and formats to create standard insights.
Customer Experience Mapping
Perform and implement techniques such as voice of the customer initiatives, journey mapping, and qualitative touch-point analysis to identify customer pain points, challenges, and hurdles.
Model insights gained from user research into formats to enhance organizational understanding of our users such as personas and Customer Journey Maps.
Insights and Reporting
Contribute to the preparation of various data and analytics reports.
Present findings and related design/business recommendations and customer insights to senior decision makers.
Promote user centred design principles and best practice across the organisation.
Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.
Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Grade 12/ SAQA Accredited Equivalent (Essential);
Relevant University degree (Essential)
2 to 3 years experience in conducting user interviews; analyzing quantitative and qualitative data to produce UX artefacts; managing, planning and designing; and developing and conducting usability testing sessions (Essential)
*SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements.
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
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