Senior Service Designer

We are seeking self-motivated Senior Service Designer, who is obsessed with delivering value, are forward-thinking, and excited to see the successful implementation of the services they deliver.

This position will report to the Lead Experience Strategist. The position’s primary role is to support the connection between Customers,/Distribution and our design CX and other operational and business units. The successful applicant will be expected to analyse, map out and redesign current customer journeys and underlying operational processes using various approaches (customer research, data analytics, process analysis). In addition, to identify opportunities in delivering a more seamless and effortless Customer and Agent experience.

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:

Technical

• Over 5 years-experience running service design projects within or for large organizations.

• Demonstrable hands-on experience of corporate HCD facilitation.

• Strong program management, organizational and coordination skills. Experience working in Agile would be an advantage.

• Proven ability to be able to work with data, presenting quantitative and qualitative insights in support of one another.

• Comfortable with various software platforms and able to adapt. Experience with Figma would be an advantage.

• Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities.

• A positive disposition and ability to relate well with others. Possessing a high level of empathy.

• Results-oriented, with a can-do attitude. Undeterred by obstacles and challenges and the ability to think creatively to overcome barriers to achieve objectives

• Comfortable with ambiguity open to new ideas, flexing with changing business priorities and situations

Communication

• Excellent and effective communication and persuasive skills are required with the ability to communicate across organisational levels.

• Excellent command of spoken and written English.

• Candidates with Cantonese, Bahasa, Vietnamese, Japanese or Mandarin preferred.

Certification

• Bachelor’s/Master’s Degree in Business, Design, or similar discipline.

• Recognized HCD certification. LUMA certified instructor or Practitioner preferred.

On the job you will:

• Provide hands-on, ongoing support of key multiyear, multi-country transformation projects.

• 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 supporting design and CX teams both regionally and locally.

• Facilitate workshops, co-design and other engagements 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.

• Support 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.

• 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-centred ways.