Head Human Capital Service Experience

Empowering Africa’s tomorrow, together…one story at a time.

Job Summary

The Head of Human Capital (HC) Service Experience is accountable for designing, integrating, and optimising the Human Capital service experience system across the enterprise, ensuring that technology, agile delivery, service design, and change enablement operate as a coherent, future-fit system.
The role translates enterprise HC and digital strategies into integrated service experience architectures, delivery frameworks, and execution roadmaps. The incumbent ensures that HC services evolve in a sustainable, scalable manner through digitally enabled platforms, agile ways of working, and human-centred design principles.
This role does not own enterprise policy, but is accountable for system design, integration, and sustained performance of the HC service experience across multiple functions, platforms, and delivery teams.

Job Description

Key Accountabilities

1. Enterprise HC Service Experience System Leadership

• Design and continuously evolve the end-to-end HC service experience system, ensuring alignment across technology platforms, service channels, processes, and delivery teams.

• Integrate HC service components into a coherent operating system that delivers consistent, intuitive employee and manager experiences.

• Ensure service experience design supports the organisation’s medium-term workforce, digital, and operating model objectives.

2. Strategic Program and Portfolio Integration

• Hold accountability for the integration and orchestration of the HC technology and service experience portfolio across the enterprise.

• Translate strategic priorities into multi-year delivery roadmaps, sequencing initiatives to maximise value, capacity, and adoption.

• Ensure appropriate governance, interdependency management, and benefits realisation across concurrent programs.

3. Agile Operating Model and Delivery Framework

• Design, implement, and continuously improve the HC Agile Framework, ensuring it is fit for scale, complexity, and enterprise delivery.

• Embed agile principles across HC service and technology teams, enabling predictable, iterative delivery over extended time horizons.

• Ensure agile practices are consistently applied while allowing for contextual adaptation across functions and platforms.

4. Service Design and Experience Optimisation

• Lead the systemic redesign of HC service journeys, reducing fragmentation, duplication, and handoffs across the service ecosystem.

• Establish service design standards, experience measures, and feedback mechanisms to support continuous optimisation.

• Ensure service experience decisions balance user needs, operational efficiency, and long-term sustainability.

5. Responsible AI and Automation Enablement

• Define and operationalise a responsible AI and automation approach within HC services, aligned to enterprise risk, governance, and ethics frameworks.

• Identify and prioritise high-value automation and AI use cases that improve service quality, speed, and scalability.

• Ensure AI and automation solutions are integrated into the broader HC service system rather than implemented as isolated tools.

6. Change Adoption and Organisational Readiness

• Design and lead integrated change and adoption strategies for HC service experience initiatives across multiple stakeholder groups.

• Ensure that capability building, communication, and enablement activities are aligned to the timing and sequencing of system changes.

• Monitor adoption outcomes and adjust interventions to sustain long-term behavioural and operational change.

7. Innovation, Learning, and Continuous Improvement

• Scan the external environment for emerging service experience, digital, and workforce trends relevant to HC.

• Pilot and evaluate innovations within controlled environments, scaling proven solutions across the enterprise.

• Use service performance data and insights to inform ongoing system refinement.

8. Capability Building and Professional Leadership

• Build and sustain service experience, agile, and digital capability across HC technology and service delivery teams.

• Coach and mentor product owners, scrum masters, and service leaders to operate effectively within a complex, integrated system.

• Act as a trusted advisor to senior HC and business leaders on service experience design and delivery trade-offs.

Experience and Qualifications

Minimum Requirements

• Post Graduate Degree in Human Resources, Business or related field (NQF8)

• Master’s degree in Business, Operations Management, Human Resources, or Digital Transformation (preferred).

• 12–15+ years’ experience in service management, HR operations, or business service delivery, with at least 5 years in a strategic leadership role.

• Proven experience leading large-scale service transformation and digital enablement programs.

• Demonstrated experience leading integrated, multi-year programs across multiple platforms, teams, and stakeholders.

• Proven capability in translating strategy into operational systems and delivery frameworks.

Education

Bachelor Honours Degree: Human Resources Management, Postgraduate Degrees and Professional Qualifications: Information Technology, Postgraduate Diploma: Business Management

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised