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Head of Strategy and Experience Design

Service Design – Johannesburg / Cape Town, Western cape / Gauteng
Department Service Design
Employment Type Full time
Minimum Experience Experienced

Founded in South Africa in 2007, uses technologies to solve some of the world’s largest social problems.  We work with governments, international NGOs, foundations and social enterprises to create and deliver essential information and vital services.


We’re looking for a talented and experienced strategic thinker with a strong portfolio and a passion for designing unique and impactful digital user experiences. You’ll lead our Strategy and Experience Design team in using human-centred service design thinking to find solutions to complex developing world problems using mobile technology. You’ll work collaboratively with colleagues and clients to ensure strategic, technology and business objectives align and solve a wide range of design, content, technical and implementation challenges. 


Key Responsibilities:


  • Exhibit an expert understanding of how to turn human behaviour and needs into real concepts and show what design, content and technology can do to create a positive impact on people and organisations.

  • Lead, support and inspire a team of service designers, content designers and content strategists through collaboration as well as direction, vision, and oversight of Strategy & Experience design deliverables; you will be comfortable to delegate effectively and appropriately.

  • Set the vision and strategic direction for human-centred design research (foundational, concept validation and usability research), service design, content design and project strategy delivery across the organisation, ensuring it aligns with organisational strategy

  • Own complex, mission-critical strategy, design and content deliverables across a wide array of local and global challenges.

  • Guide the team in using the appropriate measurement tools to track the performance and impact of our projects; use research-based insights to design new services or improve the implementation of existing systems using mobile technology.

  • Build an understanding of the value and dynamics of client or partner organisations, and leverage their expertise to drive innovation.

  • Collaborate with an incredibly diverse and passionate group of researchers, project managers and engineers, remotely and in-person.

  • Work with other team leads and the relevant committees to ensure that organisational structures and processes result in high quality work.

  • Manage the Strategy and Experience Design team talent including hiring, promotions, learning and team culture. 

  • Understand and predict trends in the digital social impact environment, as well as the competitive and resource realities, across the developing world. 

  • Work with Business Development to ensure there is quality strategic, design and content work in the pipeline.

  • Have a high level of understanding of revenue and delivery targets and ensure that the Strategy and Experience Design team delivers to expectations.

  • Represent and the Strategy and Experience Design team at conferences, events and in relevant public communications.


Relevant Experience and Skills:

  • A relevant Postgraduate qualification in service design, user experience, interaction design, digital strategy, content strategy or professional equivalent; or 

  • At least 5 years of industry work experience in a relevant setting (not-for-profit/development, design studio or creative consultancy) 

  • At least 2-3 years leading a team or managing individuals within a team

  • You’re able to communicate effectively and bridge communication gaps when they occur

  • You’re adept in conflict resolution and situational awareness

  • You’re comfortable with servant leadership and have the ability to be assertive when required

  • You’re comfortable with and have experience working with distributed/remote teams

  • You’re a confident leader and flexible member of interdisciplinary teams where harmonious collaboration is imperative.

  • You’re a passionate technophile; You are always in-the-know about the latest trends, technologies and platforms.

  • You know what it takes to design and deliver inclusive and sustainable projects at pan-African or global scale.

  • You believe improvement relies on active measurement and you strive to build feedback loops into everything you do. 

  • You know how to communicate your ideas and have excellent written English and oral presentation skills.

  • Ability and willingness to travel occasionally. is committed to creating a fully inclusive and diverse environment that embraces difference, cultivates inclusivity and is committed to people feeling like they belong within all teams in the organisation. We actively encourage applicants of all races, ethnicities, religions, ages, genders, sexual orientations and abilities.

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  • Location
    Johannesburg / Cape Town, Western cape / Gauteng
  • Department
    Service Design
  • Employment Type
    Full time
  • Minimum Experience
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