Experience Designer

5 days ago

Makati City, National Capital Region, Philippines Manulife Full time

Job Overview

The Customer Experience Designer position is a key role that supports the Lead for NPS and Experience Design at Manulife Philippines. The primary objective of this position is to consider customer feedback, wants, and needs, ultimately assisting design and delivery teams in creating human-centered and innovative products, services, and experiences.

In addition, the Customer Experience Designer will help identify opportunities for delivering seamless and effortless customer and agent experiences. He/she is expected to drive the Net Promoter Score by being a functional stakeholder for different business units' project teams on customer initiatives.

Key Responsibilities

Design Thinking and Service Design

  • Work with the local team to assess all projects for relevant HCD and Service Design needs, co-creating a Service Design or HCD project plan aligned with best practices.
  • Within project plans, provide peers and stakeholders with 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 perspectives and 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, helping challenge 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 apply human-centered methods to create 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 for 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.
  • Evaluate that all forms of research, mapping, and insights are robust and unbiased.
  • Think strategically and digitally; understand how the digital economy changes user behavior and the evolution and future of the insurance and wealth landscapes.

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 We Are Looking For

Required Qualifications

  • 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 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-centered ways of working at all levels of an organization.
  • Bachelor's degree in business, design, psychology, or similar discipline, or
  • Preferrable but not required:
    • Recognised HCD certification
    • Recognised Service Design certification

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