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

How will you create impact?

The position will report to the NPS and Experience Design Lead.

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 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 cultureWe lead with our Values every day and bring them to life together.

• Boundless opportunityWe create opportunities to learn and grow at every stage of your career.

• Continuous innovationWe invite you to help redefine the future of financial services.

• Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives.

• Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact.

Acerca de John Hancock y Manulife

Manulife Financial Corporation es un importante grupo internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Nuestra sede mundial se encuentra en Toronto, Canadá, y operamos como Manulife mediante nuestras oficinas de Canadá, Asia y Europa, y principalmente como John Hancock en Estados Unidos. Brindamos servicios de asesoría financiera, seguros y soluciones de gestión patrimonial y de activos para personas, grupos e instituciones. Para finales de 2022, ya contábamos con más de 40,000 empleados, más de 116,000 representantes y miles de socios de distribución que brindaban nuestros servicios a más de 34 millones de clientes. Para finales de 2022, los activos que gestionamos y administramos fueron de CAD 1.3 billones (USD 1.0 billones), incluidos los activos invertidos totales de CAD 0.4 billones (USD 0.3 billones) y los activos netos de fondos segregados de CAD 0.3 billones (USD 0.3 billones). Cotizamos en las bolsas de valores de Toronto, Nueva York y Filipinas como “MFC” y en la de Hong Kong como “945”.

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, desarrollar y retener una fuerza laboral tan diversa como los clientes a los que servimos, y para fomentar un entorno de trabajo inclusivo que abarque la fuerza de las culturas y las personas. Estamos comprometidos con el reclutamiento justo, la retención, el ascenso y la compensación, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y la lactancia), orientación sexual, características genéticas, estatus de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley aplicable.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información compartida durante el proceso de solicitud de adaptación será almacenada y utilizada de manera congruente con las leyes aplicables y las políticas de Manulife/John Hancock. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com .

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