Customer Experience Designer

***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***## Customer Experience Designer**The opportunity**The Customer Experience Designer position is an individual contributor that supports the Lead for NPS and Experience Design of Manulife Philippines. The position's primary role is to consider customer’s feedback, wants and needs, ultimately helping design and delivery teams to create human-centered and innovative products, services and experiences.In addition, the Customer Experience Designer will help to identify opportunities in delivering a more seamless and effortless Customer and Agent experience. He/she is also expected to help drive the Net Promoter Score by being a functional stakeholder for different business units’ project teams for customer initiatives.**Responsibilities:****Human-centered Design, Customer Journey Mapping, Service Design*** Work with local team to assess all projects for relevant HCD and Service Design needs, co-creating a Service Design or HCD project plan aligned to best practice.* Within project plans, provide peers and stakeholders advice and guidance on HCD, SD and Design Thinking activities to achieve business outcomes with a customer and/or agent-centric lens.* Design and execute SD sprints for key customer or agent-impacting projects, both for short-term and multi-year transformational initiatives, focused on traditional and digital solutions.**Voice of the Customer & Voice of Distributor*** Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customer’s perspectives and that solutions are addressing key pain points.* Work with regional counterparts to translate and adapt regional best practice with local market needs.* Embed HCD mindsets across the organization, helpfully challenging contrary ways of working to foster ambition and customer-centric change.* Clearly articulate case studies for past projects, including how you have helped project teams to apply human-centered methods to make more robust and successful customer and agent experiences.* Collaborate and plan projects with regional and local teams for research, synthesis, journey mapping and experience design planning.* Improve and redesign end-to-end journeys to enhance our Customer and Agent sales, service and claim experiences.* Facilitate or co-facilitate workshops co-design and other engagements in support of projects and teams.* Conduct or manage Customer and Agent interviews, collaborating with regional office and local stakeholders at various stages of the innovation/HCD process.* 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 evolution and future of the insurance and wealth landscapes**Drive the Net Promoter System.*** Maintain upward trend of NPS Scores and support NPS goals by partnering with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:* Product development process* Sales process**Champion the Customer Obsession Value.*** Influence the organization to live up to the Customer Obsession Value of the company by partnering with key business units to develop programs that build awareness of the customer experience.* Customer service process* Online to Offline interaction flows**Required Qualifications:*** Bachelor's degree in business, design, psychology or similar discipline.* 3+ 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 is an advantage.* Proven ability to be able to work with data, presenting quantitative and qualitative insights in support of one another.**Preferred Qualifications:*** Comfortable with various software platforms. Experience with Figma would be advantage.* Ability to influence decisions and gain consensus across different stakeholders, senior leaders, 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.* Helpfully challenging embedded practices that contradict with Human-centered ways of working at all levels of an organization* Preferrable but not required: + Recognized HCD certification + Recognized Service Design certification**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.**À propos de Manuvie et de John Hancock**La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse .**Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi**Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d'accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à **Modalités de travail**Hybride
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