Technology Experience Lead

Introduction

Momentum Group is a South African-based financial services group. Our retail and specialist brands drive to build and protect our client's financial dreams. We help people grow their savinus gs, protect what matters to them and invest for the future. We help companies and organisation’s care for and reward their employees and members.

Momentum Group is one of South Africa's largest life insurers and integrated financial services companies, operating through brands like Momentum, Metropolitan, Guardrisk, and Eris Properties. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities, and businesses. Visit at

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

This role is designed to bridge the gap between technology systems and user experience, ensuring that internal and external stakeholders interact with systems that are intuitive, efficient, and aligned with business goals.

As the Technology Experience Lead , you will be responsible for shaping and enhancing the end-to-end experience of users interacting with our enterprise technology systems. You will work across business units to ensure that systems are designed, implemented, and continuously improved with a user-centric mindset. This role requires a blend of technical acumen, design thinking, and stakeholder engagement to drive adoption, satisfaction, and productivity.

Requirements Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Human-Computer Interaction, or a related field.
• 7+ years of experience in technology systems, UX design, or digital transformation roles.
• Proven experience leading cross-functional initiatives focused on user experience in enterprise environments.
• Strong understanding of enterprise IT systems (e.g., ERP, CRM, HRIS) and their impact on business operations.
• Excellent communication, facilitation, and stakeholder management skills.
• Familiarity with design thinking, agile methodologies, and user research techniques.

Preferred Skills

• Experience with tools such as ServiceNow, Salesforce, SAP, or Microsoft Dynamics.
• Certification in UX, Agile, or ITIL frameworks.
• Experience in change management and user adoption strategies.

Duties & Responsibilities User Experience & Satisfaction

• System Usability Score (SUS): Measures perceived ease of use and satisfaction.
• Net Promoter Score (NPS): Gauges user willingness to recommend the system to others.
• User Satisfaction (CSAT) : Collected via surveys post-interaction or post-implementation.

Adoption & Engagement

• System Adoption Rate: Percentage of target users actively using the system.
• Feature Utilization Rate: Tracks how often key features are used.
• Time to Proficiency: Average time it takes for users to become proficient with a new system.

Operational Efficiency

• Reduction in Support Tickets: Measures how system improvements reduce user issues.
• Task Completion Time: Tracks how long it takes users to complete key workflows.
• Automation Rate: Percentage of manual tasks replaced by automated processes.

Change Management & Training

• Training Completion Rate: Percentage of users who complete onboarding or training programs.
• Feedback Loop Closure Rate: Measures how quickly user feedback is addressed and resolved.
• Change Adoption Rate: Tracks how quickly and effectively users adapt to system changes.

System Performance & Reliability

• System Uptime: Percentage of time systems are operational and available.
• Incident Response Time: Average time to resolve system-related incidents.
• Error Rate: Frequency of system errors or failures affecting user experience.

Competencies

Strategic Thinking

Customer Focus / User Centricity

Stakeholder Management

Communication & Influencing

Innovation & Continuous Improvement

Change Leadership

Analytical Thinking

Technical & Business Acumen

Collaboration & Teamwork

Governance & Risk Management

Results Orientation