Experience Design Lead

As a Experience Design Lead in the Customer Experience & Transformation team, you will dive deep into the current experiences across major journeys for driving action plans to address pain points and deepening engagement with customers via various programs and initiatives, and inform the design of the future state. You will manage the resources on customer journey and UX/UI design and closely collaborate with internal stakeholders to plan and find solutions that work best for our customers, distribution partners and operations. Ultimately, this role drives the enhancement on customer experience for better business outcomes (commercial value, customer impact, operation efficiency).

Position Responsibilities:

• Work on the end-to-end customer journeys (as-is and to-be/ epic journey maps) to enhance our Customers, Distribution and Operations experience

• Lead, mentor, and manage a team of Experience and UX/UI designers to support company-wide projects/ programs, resulting an innovative and collaborative culture

• Oversee the whole design process from research, mapping, experience design and UX/UI design, by working with Insights, Distribution, Data Analytics, IT, BA, and Operational partners to ensure the user perspective is understood and addressed in the new solution

• Develop and communicate design strategies and visions to ensure designs meet user needs and business objectives

• Define the research strategy to ensure that all forms of research, mapping and insights are robust and unbiased; interpret and utilize research findings to inform design decisions

• Present design concepts and solutions to management & key stakeholders and incorporate feedback, so as to advocate for the user experience within the organization

• Develop and execute a Design Governance mechanism to ensure the quality and consistency of all design outputs with effective resources allocation, via strong collaboration with Regional Experience Design and UX/UI Teams

• Manage the design and actual deliveries of the core customer journeys for continuous enhancement, via close collaboration with the Sub-team Heads of Customer Experience Management and Customer Experience Design & Change Management

• Collaborate, support, guide and train internal stakeholders in HCD processes & UX/UI Design Guidelines, including research, synthesis, mapping and communication

• Think and act both strategically and digitally, with thorough understanding of the digital economy, user behaviours and the insurance and wealth landscapes.

• Clearly articulate case studies for past projects, including how you have applied an understanding of technology to problem solving in human-centered ways.

Required Qualifications:

• A bachelor’s or master’s degree with good 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 8 years of experience running strategic design, service design, and end-to-end experience design projects within or for large organisations (insurance preferred)

• Extensive experience in developing design artefacts such as personas, current and future state customer journeys, service blueprints, storyboards, concept/service prototypes, etc.

• Strong understanding of UX principles and interactive design, with advanced UXUI techniques, Human Centered Design (HCD) or Design Thinking

• Proficiency in design tools including Figma, Mural, Adobe XD, Sketch and Usertesting.com and other digital prototyping and testing tools

• Demonstrate hands-on experience of workshop facilitation with HCD approaches

• Proven problem-solving skills to tackle complex design challenges, with the ability to analyze data, presenting quantitative and qualitative insights to drive design decisions

• Proven track record of leading successful design projects, with ability to manage multiple projects and translate complex journeys into clear, compelling visuals to generate understanding and excitement for future state experiences

• Equip strong leadership skills with the ability to inspire and motivate the design team

• Results-oriented, with 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

• Effective verbal and written communication and persuasive skills are required with the ability to communicate across all levels of the organisation

• Strong interpersonal skills to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities

• Comfortable both with giving, receiving and actioning design critique, and explaining/ defending necessary design principles with senior stakeholders

• Ability to manage conflict in a constructive and courteous manner, driving toward the best customer and business outcome

• Equip Up-to-date knowledge of industry trends, technologies, and best practices

• Excellent command of spoken and written English and Chinese

• Candidates with Cantonese language proficiency is preferred

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll 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 https://www.manulife.com/en/about/our-story.html.

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 [email protected].