Customer Experience Designer
Customer Experience Designer
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Salary Not Disclosed
1 Vacancy
Job Description
The opportunity
The Customer Experience Designer position is an individual contributor that supports the Lead for NPS and Experience Design of Manulife Philippines. The positions primary role is to consider customers 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 customers 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:
Bachelors 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:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
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 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 .
Working Arrangement
Employment Type
Full-Time
