City of Johannesburg, Gauteng, South Africa
Integrative Thinker| Neurodiverse | Empathic | Culturally Attuned | Behavioural Strategist | Designing for Trust & Impact I design and scale decision systems that connect customer behaviour, platform design, and business outcomes. My work sits at the intersection of experience design, product thinking, and operational performance. I focus on understanding how customers actually interact with systems at scale, identifying where friction, duplication, and inefficiency exist, and designing interventions that improve both experience and commercial outcomes. At MultiChoice Group, I led a cross-channel optimisation programme focused on the service management app and its relationship to voice demand, analysing over 17 million customer interactions across multiple African markets. This led to the design of what we call an Interaction Intelligence Engine, a closed-loop system that continuously translates customer behaviour and interaction data into prioritised interventions, reducing failure demand and cost-to-serve. Prior to that, within MTN MoMo, I conceptualised and helped productise a behavioural offers engine. I also drove experience design for MoMo Advance-focusing on in-context credit offerings to improve nano-credit uptake that achieved strong adoption by aligning product design with customer behaviour and usage patterns. I’ve worked across multiple markets and regulatory environments, including BCEAO (WAEMU) and broader BRICS+ contexts, translating policy and platform constraints into scalable, user-centred service and product models. More recently, my focus has been on extending these systems toward AI-enabled decisioning, including forecasting demand, detecting anomalies early, and enabling more proactive intervention design. I’m particularly interested in roles and environments where experience design, data, and decision-making come together to drive meaningful business and customer outcomes.
I lead holistic, omni-channel Experience Design across the end-to-end customer lifecycle for a multi-market media and entertainment group, spanning strategy, insight, delivery, scale, and capability building. I manage and develop a multidisciplinary Experience Design team comprising a UX/UI Design Lead and CX Design Lead, while leading cross-functional project and design sprint teams across Product, Technology, Marketing, Operations, and Commercial functions. My focus is on translating human-centred insight into tangible business outcomes and positioning customer experience as a strategic growth lever. Operating remit and scope include: Experience Strategy & Leadership Define and execute the Experience Design strategy aligned to long-term organisational goals Partner with senior leadership to position Experience Design as a competitive advantage Own the evolution of the Experience Design capability within MAH Journey Design & Transformation Lead end-to-end journey design and optimisation across digital and non-digital touchpoints Drive omni-channel initiatives from concept through to production Establish Experience Design frameworks for consistency and scalability across markets Research, Insight & Decision Support Lead customer research (VoC, usability testing, benchmarking) and translate insight into executive-level decisions Maintain feedback loops that enable continuous journey improvement Collaboration, Capability & Governance Embed experience principles through close partnership with senior stakeholders Champion Human-Centred Design, mentor CX and UX leads, and build future-facing capability Use experience metrics (NPS, CSAT, CES, retention) to prioritise impact and manage risk
MTN MoMo Core Responsibilities: Lead end-to-end design process for complex financial products, from concept to implementation Partner with product, engineering, and stakeholders to define problems and solutions aligned with business goals Create user flows, wireframes, prototypes, and high-fidelity designs for mobile Drive design strategy while considering financial regulations and compliance Technical Skills: Advanced capabilities in Figma, Sketch & Axure. Strong grasp of design systems and component libraries Experience with prototyping tools (Principle, Framer, ProtoPie) Knowledge of frontend technologies and constraints Understanding of financial services and banking products Leadership & Strategy: Maintain and contribute towards design guidelines Lead design reviews of my work and present to senior stakeholders Balance user needs with business and technical constraints Collaborate with business analysts on user studies Domain Expertise: Deep understanding of financial product design principles Knowledge of regulatory requirements (KYC, AML) Experience designing for security and trust Expertise in financial data visualization Research & Analysis: Perform research and analyze behavior metrics Conduct competitive analysis of fintech products Identify opportunities for innovation Collaboration: Work with product managers on strategy and roadmap Partner with engineering for quality implementation Coordinate with compliance on regulatory requirements Facilitate cross-functional workshops Experience Make-up: 7+ years product design experience, 2+ years in fintech Well-versed in complex problem-solving Track record of shipping successful financial products Experience in agile development Soft Skills: Excellent communication and presentation abilities Strong project management skills Ability to influence and drive consensus Proactive problem-solving mindset Comfort with ambiguity and rapid iteration
- Stakeholder management and requirements gathering. - Translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences. -Facilitate the client’s product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products. -Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and interfaces. - Concept de-risking -Take a user-centered design approach and rapidly test and iteration of designs. -Collaborate with other team members and stakeholders. - Stakeholder engagements - Test Data capturing and analysis - Data visualisation ( Journey Maps, etc). Formulate testing parameters to effectively assess user experience. -Conduct competitor research to develop and improve features of products and to balance user needs, technical constraints, and business objectives to solve user problems effectively. -Understand scope, requirements, and drive innovative solutions aligned with business goals and UX metrics. -Develop user experience flows and integrate them to mock-ups, usage scenarios, prototypes, specifications, navigation maps, and other design documents. -Create and evaluate interaction models, user task flows, screen designs, and UI details that promote ease of use and optimize the user experience. -Effectively communicate ideas, both verbally and visually to gain stakeholder agreement. -Collaborate actively and work effectively with cross-functional teams to ensure designs are successfully created and implemented to achieve the user goals. -Advocate for the end-user throughout the development process and work closely with other members of the Service Design Team to craft an impactful user experience. - Recommendations and prioritization based on a balance of the user, technology, and business needs. - Support and mentor junior designers in realisation of work. - Business model derisking and validation.
Visual and Interaction design Requirements of the engagement: - Develop compelling visual artifacts (UI layouts, interface elements, prototypes, high-level storyboards, mock-ups, wireframes etc.) to effectively communicate UI and UX needs. - Develop and maintain design elements, mock-ups, and specifications as needed. -Research the latest visual design, UI and interaction concepts, presentation layer technologies, digital best practices, online trends, and provide recommendations for improvements. -Custodian for developing visual, UI, and interaction design assets to be adopted within the design system. -Conducting best practice research to develop and improve UI and interaction design to solve end-user problems effectively. UX Requirements: -Formulate testing parameters to effectively assess user experience. -Conduct competitor research to develop and improve features of products and to balance user needs, technical constraints, and business objectives to solve user problems effectively. -Understand scope, requirements, and drive innovative solutions aligned with business goals and UX metrics. -Develop user experience flows and integrate them to mock-ups, usage scenarios, prototypes, specifications, navigation maps, and other design documents. -Create and evaluate interaction models, user task flows, screen designs, and UI details that promote ease of use and optimize the user experience. -Effectively communicate ideas, both verbally and visually to gain stakeholder agreement. -Collaborate actively and work effectively with cross-functional teams to ensure designs are successfully created and implemented to achieve the user goals. -Advocate for the end-user throughout the development process and work closely with other members of the Service Design Team to craft a world-class user experience. - Create solid recommendations and prioritization based on a balance of the user, technology, and business needs.
- Translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences. -Facilitate the client’s product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products. -Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and interfaces. - Competitor Research -Take a user-centered design approach and rapidly test and iteration of designs. -Collaborate with other team members and stakeholders. - Stakeholder engagements - Test Data capturing and analysis - Data visualisation ( Journey Maps, etc). Formulate testing parameters to effectively assess user experience. -Conduct competitor research to develop and improve features of products and to balance user needs, technical constraints, and business objectives to solve user problems effectively. -Understand scope, requirements, and drive innovative solutions aligned with business goals and UX metrics. -Develop user experience flows and integrate them to mock-ups, usage scenarios, prototypes, specifications, navigation maps, and other design documents. -Create and evaluate interaction models, user task flows, screen designs, and UI details that promote ease of use and optimize the user experience. -Effectively communicate ideas, both verbally and visually to gain stakeholder agreement. -Collaborate actively and work effectively with cross-functional teams to ensure designs are successfully created and implemented to achieve the user goals. -Advocate for the end-user throughout the development process and work closely with other members of the Service Design Team to craft an impactful user experience. - Create solid recommendations and prioritization based on a balance of the user, technology, and business needs.
- Translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences. -Facilitate the client’s product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products. -Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and interfaces. - Competitor Research -Take a user-centered design approach and rapidly test and iteration of designs. -Collaborate with other team members and stakeholders. - Stakeholder engagements - Test Data capturing and analysis - Data visualisation ( Journey Maps, etc)