Design Lead

The Design Lead: Broker Platform drives the end-to-end design vision for Hollard's broker platform and associated digital experiences. The role combines customer research, broker journey design, service design, UX strategy, and design governance to ensure the platform delivers meaningful business outcomes and exceptional broker experiences.

The incumbent acts as the voice of the broker and customer, translating needs, behaviours, and pain points into intuitive, user-centred digital solutions.

Requirements

Design Strategy and Vision Define platform design principles and experience strategy Drive experience-led product development Establish and maintain design standards Broker Research and Insight Lead broker and user research programmes Conduct discovery workshops and interviews Translate insights into actionable opportunities Customer Journey and Service Design Map broker and customer journeys Identify friction points and transformation opportunities Design future-state service experiences Platform User Experience Leadership Own UX direction across platform initiatives Review and approve design outputs Ensure consistency across journeys and channels Design Governance Establish and maintain design system governance Ensure consistency and accessibility standards Drive adoption of design best practices Stakeholder Management Facilitate co-creation workshops Align business, product, and technology teams Influence decision-making through evidence-based design

• Minimum 8 years' experience in UX, service design, or product design
• Experience designing enterprise digital products
• Strong research and journey mapping experience
• Experience leading design teams and initiatives
• Portfolio demonstrating end-to-end design leadership Relevant degree in Design, Human Factors, Psychology, or related discipline Benefits Behavioural Competencies Technical Competencies

1. Human-centred thinking
2. Storytelling and communication
3. Facilitation and collaboration
4. Strategic thinking
5. Curiosity and innovation
6. Stakeholder influence Service design UX strategy User research Design systems Journey mapping
7. Experience measurement 12 Month, renewable contract, paying up to R600 MAX - depending on years of experience and qualifying skills.