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Customer Insight Specialist

1 week ago

Makati City, National Capital Region, Philippines Manulife Full time

About the Job

We are seeking a skilled Customer Experience Designer to join our team at Manulife Philippines. As a key member of our NPS and Experience Design team, you will play a crucial role in considering customer feedback, wants, and needs, and assisting design and delivery teams in creating human-centered and innovative products, services, and experiences.

The ideal candidate will have 3+ years' experience running Service Design and HCD projects within or for large organizations. They will possess demonstrable hands-on experience of corporate HCD facilitation, strong project management, organizational, and coordination skills, and proven ability to work with data, presenting quantitative and qualitative insights in support of one another.

Key Responsibilities

Design Thinking and Service Design

  • Assess projects for relevant HCD and Service Design needs, co-creating a Service Design or HCD project plan aligned with best practices.
  • 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.

Our Expectations

We expect our ideal candidate to have a Bachelor's degree in business, design, psychology, or a similar discipline. While recognized HCD and Service Design certifications are preferred but not required, they will certainly be an asset in your application.

Benefits and Growth Opportunities

We offer a competitive salary and benefits package, as well as a focus on growing your career path with us. Our growth trajectory extends upward and outward, encouraging you to follow your passions and learn new skills.