Manulife
SeniorExperienceDesigner
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“Senior Experience Designer at Manulife. Skills: Experience Design, Human-centric design, Service Design, Customer Journey Mapping, User Research, Workshop Facilitation, Stakeholder Management, Communication. improving the overall end to end experience for the Customer. identify and improve proposition, processes and service experience for the Customer, Distribution and Operation using Human centric and insights driven approach across digital and non-digital touch points”
What You'll Achieve.
achieve better business outcomes (commercial value, customer impact, operation efficiency)
Industry & Context.
problem solving; applied an understanding of technology to problem-solving in human-centered ways
What They're Looking For.
Must Have
A bachelor’s or master’s degree with above average academic performance in a design related discipline such as: Interaction Design, Design management, Human Computer Interaction, Service Design, Design Strategy, or other relevant experience, At least 6 years of experience running strategic design, service design, and end-to-end experience design projects within or for large organisations., Develop design artefacts such as personas, current and future state customer journeys, service blueprints, storyboards, concept/service prototypes, etc., Proven ability to be able to work with data, presenting quantitative and qualitative insights in support of one another., A natural collaborator and ability to relate well with others., Possess a high level of empathy., Results-oriented, with can-do attitude., Undeterred by obstacles and ability to think creatively to overcome barriers to achieve objectives., Comfortable with open to new flexes with changing business priorities and situations., Customer-oriented or human-centred design to problem solving and service design methods to enable employees and organisations to support customer, agent and banca experience excellence regionally and locally, Excellent and effective communication and persuasive skills are required with the ability to communicate across all levels of the organisation., Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities., Excellent command of spoken and written English.
Nice to Have
program management, organisational and coordination skills working experience with Agile is considered a advantage., Candidates with Bahasa, Vietnamese, Japanese or Mandarin is preferred.
What You'll Do.
improving the overall end to end experience for the Customer
identify and improve proposition
processes and service experience for the Customer
Distribution and Operation using Human centric and insights driven approach across digital and non-digital touch points
represent the voice of customers and agents
use research & insights to help the Manulife local market investigate
and visualise opportunities and areas of focus across different channels and touchpoints within the customer
agent and banca journeys
collaborate and co-create with the local markets to plan and find solutions that can help them to enhance customer
agent and banca experiences and achieve better business outcomes (commercial value
operation efficiency)
Support ongoing programs by collaborating with regional and local teams on research
experience design planning etc.
Work on end-to-end journeys to enhance our Customer and Agent service experiences.
or co-facilitate workshops
co-design and other engagements to in support of projects and teams and grow HCD across the organisation.
Represent the customer user voice and work with customer insights
and operational partners ensuring the user perspective is understood and addressed.
Conduct or manage Customer and Agent interviews
collaborating with regional office and local stakeholders at various stages of the HCD process.
guide and train market teams in HCD processes
mapping and communication.
Conduct training and evangelise an HCD mindset.
Ensure that all forms of research
mapping and insights are robust and unbiased.
Think and act both strategically and digitally.
understand how the digital economy is changing user behaviour and the insurance landscape.
demonstrate how you have applied an understanding of technology to problem-solving in human-centered ways.
How You'll Work.
Team & Collaboration
collaborating with regional and local teams on research, mapping, experience design planning etc.; collaborate and co-create with the local markets; work with customer insights, data analytics, IT, delivery, and operational partners; collaborating with regional office and local stakeholders; Collaborate, support, guide and train market teams in HCD processes
Communication Scope
Excellent and effective communication and persuasive skills are required with the ability to communicate across all levels of the organisation.; Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities.; Excellent command of spoken and written English.
Process & Methodology
program management, organisational and coordination skills
Full Job Description
The Experience Design team is responsible for improving the overall end to end experience for the Customer. The team role is to identify and improve proposition, processes and service experience for the Customer, Distribution and Operation using Human centric and insights driven approach across digital and non-digital touch points. This position reports to Experience Strategy & Service Design, Lead. As Experience Design, you will represent the voice of customers and agents, use research & insights to help the Manulife local market investigate, identify, and visualise opportunities and areas of focus across different channels and touchpoints within the customer, agent and banca journeys. You will collaborate and co-create with the local markets to plan and find solutions that can help them to enhance customer, agent and banca experiences and achieve better business outcomes (commercial value, customer impact, operation efficiency). **Position Responsibilities:** * Support ongoing programs by collaborating with regional and local teams on research, mapping, experience design planning etc., * Work on end-to-end journeys to enhance our Customer and Agent service experiences. * Facilitate, or co-facilitate workshops, co-design and other engagements to in support of projects and teams and grow HCD across the organisation. * Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners ensuring the user perspective is understood and addressed. * Conduct or manage Customer and Agent interviews, collaborating with regional office and local stakeholders at various stages of the HCD process. * Collaborate, support, guide and train market teams in HCD processes, including research, synthesis, mapping and communication. * Conduct training and evangelise an HCD mindset. * Ensure that all forms of research, mapping and insights are robust and unbiased. * Think and act both strategically and digitally. You understand how t
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