Senior Experience Strategy & Service Designer

The Opportunity

The Experience Strategy & Service Design team is responsible for improving the overall end to end experience for the Customer. The team role is to identify and improve proposition, processes and service experience for the Customer, Distribution and Operation using Human centric and insights driven approach across digital and non-digital touch points. This position reports to Experience Strategy & Service Design, Lead.

As Experience Strategy & Service Design, you will represent the voice of customers and agents, use research & insights to help the Manulife local market investigate, identify, and visualise opportunities and areas of focus across different channels and touchpoints within the customer, agent and banca journeys. You will collaborate and co-create with the local markets to plan and find solutions that can help them to enhance customer, agent and banca experiences and achieve better business outcomes (commercial value, customer impact, operation efficiency).

What motivates you?

• You obsess about customers, listen, engage and act for their benefit
• You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
• You thrive in teams, and enjoy getting things done together
• You take ownership and build solutions, focusing on what matters
• You do what is right, work with integrity and speak up
• You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

• A bachelor’s or master’s degree with above average academic performance in a design related discipline such as: Interaction Design, Design management, Human Computer Interaction, Service Design, Design Strategy, or other relevant experience
• Strong program management, organisational and coordination skills required; working experience with Agile is considered a strong advantage.
• At least 6 years of experience running strategic design, service design, and end-to-end experience design projects within or for large organisations.
• Develop design artefacts such as personas, current and future state customer journeys, service blueprints, storyboards, concept/service prototypes, etc.​
• Proven ability to be able to work with data, presenting quantitative and qualitative insights in support of one another.
• A natural collaborator and ability to relate well with others. Possess a high level of empathy.
• Results-oriented, with can-do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives.
• Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations.
• Customer-oriented or human-centred design to problem solving and service design methods to enable employees and organisations to support customer, agent and banca experience excellence regionally and locally​

Communication

• Excellent and effective communication and persuasive skills are required with the ability to communicate across all levels of the organisation.
• Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities.
• Excellent command of spoken and written English.
• Candidates with Bahasa, Vietnamese, Japanese or Mandarin is preferred.

On the job you will:

• Support ongoing programs by collaborating with regional and local teams on research, mapping, experience design planning etc.,
• Work on end-to-end journeys to enhance our Customer and Agent service experiences.
• Facilitate, or co-facilitate workshops, co-design and other engagements to in support of projects and teams and grow HCD across the organisation.
• Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners ensuring the user perspective is understood and addressed.
• Conduct or manage Customer and Agent interviews, collaborating with regional office and local stakeholders at various stages of the HCD process.
• Collaborate, support, guide and train market teams in HCD processes, including research, synthesis, mapping and communication.
• Conduct training and evangelise an HCD mindset.
• Ensure that all forms of research, mapping and insights are robust and unbiased.
• Think and act both strategically and digitally. You understand how the digital economy is changing user behaviour and the insurance landscape. You demonstrate how you have applied an understanding of technology to problem-solving in human-centered ways.