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.

Key Shared Accountabilities:

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

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 approach 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.

What we are looking for

Required Qualifications:

• 3+ years' experience running Service Design and HCD projects within or for large organisations.
• 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.
• Comfortable with various software platforms. Experience with Figma would be an 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-centred ways of working at all levels of an organisation.
• Bachelor's degree in business, design, psychology or similar discipline, or
• Preferrable but not required:
  • Recognised HCD certification
  • Recognised Service Design certification

What can we offer you?

• A competitive salary and benefits packages.
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
• A focus on growing your career path with us.
• Flexible work policies and strong work-life balance.
• Professional development and leadership opportunities.

Our commitment to you

• Values-first culture
  We lead with our Values every day and bring them to life together.
• Boundless opportunity
  We create opportunities to learn and grow at every stage of your career.
• Continuous innovation
  We invite you to help redefine the future of financial services.
• Delivering the promise of Diversity, Equity and Inclusion
  We foster an inclusive workplace where everyone thrives.
• Championing Corporate Citizenship
  We build a business that benefits all stakeholders and has a positive social and environmental impact.

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 our story.

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 recruitment@manulife.com.

Working Arrangement

Hybrid