The Experience 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 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).

Position Responsibilities:

• 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. 

Required Qualifications:

• 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. 

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid