We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

Working Arrangement

Hybrid

Job Description

The opportunity

At Manulife, our customers are at the center of everything we do, and millions of them rely on our products each day. Which is why we believe in the value of empowering you, as Customer Experience Design & Change Management Lead , with the resources to drive customer-centric journey design & transformation programs. Reporting to the AVP, Head of Customer Experience & Transformation, you will play an important role in helping Manulife Hong Kong & Macau achieve its ambition to become a digital customer leader in customer & digital experience and drive practical transformation across end-to-end customer journeys.

Responsibilities

• Work with local and regional teams 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/ distributor’s lens

• Design and execute SD sprints for key customer or distributor-impacting projects, both for short term & multi-year transformational initiatives; think and act both strategically & digitally

• Collaborate with regional office and local stakeholders at various stages of the innovation/ HCD process; ensure all forms of research, mapping & insights are robust and unbiased

• Work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customer’s perspectives and that solutions addressing key pain points

• Facilitate or co-facilitate workshops co-design and other engagements in support of projects and teams, growing HCD across market

• Analyze, map and redesign current customer journeys and underlying operational processes, aiming to identify opportunities in delivering seamless & effortless experience

• Lead/ support change management initiatives and plans derived from the customer journey design projects, for delivering the desired experience with cross-functional collaboration

• Develop and implement communication strategy and plans that drives understanding and engagement of respective stakeholders for embracing and execution of change

• Conduct formal HCD training and embed HCD mindset, helpfully challenging contrary ways of working to foster ambition and customer-centric change

• Work with local and regional counterparts to translate and adapt regional best practices with local markets needs

• Clearly articulate case studies for past projects, including how to help project team to apply human-centered methods to make more robust and successful customer and agent experience

• Support the CX & Transformation team on other initiatives as needed

How will you create impact?

This role offers the opportunities to lead:

• Reviewing and designing the end-to-end customer journey across all business lines to achieve exceptional customer experience and impactful business outcomes, guided by Human Centered Design (HCD) and Service Design (SD) principles, with focus on digital solutions

• Facilitating the planning, execution and governance of journey design projects/ initiatives with cross-functional teams, ensuring the implementation of insights-driven solutions to address customers and distributors’ needs

• Driving change management planning and execution of initiatives and plans derived from the customer journey design projects, fostering cross-functional collaboration to deliver the desired customer experiences

• Continuously equipping and enhancing local teams with the HCD & Service Design and Change Management capabilities , via conducting training and collaborating with regional teams for best practices sharing

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

• Bachelor’s degree holder in business administration, marketing or equivalent with 7+ years of experience in customer related, program management or transformation functions

• 3+ years’ experience running Customer Journey/ Service Design and HCD projects within or for large organization (financial or insurance services in multinational, multiple business line, complex matrix-based organizations an advantage)

• Experience in customer research and application of customer-based design principles across omni-channel customer experience; with a deep knowledge of leveraging insights from NPS and other data sources to develop action plans

• Demonstrable hands-on experience of corporate HCD facilitation. Experience of training would be an advantage

• Experience with business case creation, managing business benefits and value tracking

• Strong project management, organizational and coordination skills required; working with Agile environment considered as a strong advantage

• Proven ability to be able to work with data, presenting both qualitative and quantitative insights in the support of each other to identify customer needs and pain points

• Comfortable with various software platform, and able to adapt. Experience with Figma would be an advantage

• Ability to influence decisions and gain consensus across different stakeholders, 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

• Comfortable safely and helpfully challenging embedded practices that contradict with Human-Centered ways of working at all levels of an organization

• 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

• Excellent people, influencing, and communications skills and experience working directly with business stakeholders

• Excellent command of spoken and written English and Cantonese, proficiency in Mandarin an advantage

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

Manulife 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 .