Service Designer
Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.
The Opportunity
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Bancassurance Analyst with the resources to solve critical problems for the future of our business, which is why we need you.
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:
- 5-10 years’ experience running Service Design and HCD projects within or for large organizations.
- Demonstrable hands-on experience of corporate HCD facilitation. Experience of training would be an advantage.
- Strong project management, organizational and coordination skills required; working experience with Agile considered a strong 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 advantage.
- Ability to influence decisions and gain consensus across different stakeholders, 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 high levels of empathy.
- Results oriented, with a 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
- Comfortable safely and helpfully challenging embedded practices that contradict with Human-centered ways of working at all levels of an organization.
Nice to Haves:
- Ability to build and manage relationships with the key internal stakeholders
On the job you will:
- Provide hands on, ongoing support of key transformation projects focused on digital and analogue customer experiences.
- Collaborate and plan projects with regional and local teams for research, synthesis, mapping and experience design planning.
- Improve and redesign 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, growing HCD across the organisation.
- Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customer’s perspectives and addressing key pain points.
- Conduct or manage Customer and Agent interviews, collaborating with regional office and local stakeholders at various stages of the innovation/HCD process.
- Collaborate, support, guide and train market teams in HCD processes, including research, synthesis, mapping and communication.
- Conduct formal HCD training and embed HCD mindsets across the organisation, helpfully challenging contrary ways of working to foster ambition and customer-centric change.
- 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 and wealth landscapes.
- Clearly articulate case studies for past projects, including how you have applied an understanding of technology to problem solving in human-centered ways.
Our commitment to you
- Our mission; to be a part of making Decisions Easier and Lives Better
- A leadership team dedicated to your growth and success
- A bold ambition and set of goals to be a leader in driving transformation in our industry
- Our best. Every day.
Learn more about opportunities with us at jobs.manulife.com
Every career at Manulife provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today!
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