**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. **Tentang Manulife dan John Hancock** Manulife Financial Corporation adalah grup layanan keuangan internasional yang membantu memudahkan keputusan dan membuat hidup lebih baik bagi nasabah. Dengan kantor utama kami di Toronto, Kanada, kami beroperasi sebagai Manulife di seluruh kantor kami di Asia, Kanada, dan Eropa, serta utamanya sebagai John Hancock di Amerika Serikat. Kami menyediakan nasihat keuangan, asuransi, serta solusi manajemen kekayaan dan aset untuk individu, grup, dan lembaga. Pada akhir tahun 2022, kami memiliki lebih dari 40.000 karyawan, lebih dari 116.000 agen, dan ribuan mitra distribusi yang melayani lebih dari 34 juta nasabah. Pada akhir tahun 2022, kami memiliki $1,3 triliun (US$1,0 triliun) dalam aset yang dikelola dan administrasi, termasuk total aset yang diinvestasikan sebesar $0,4 triliun (US$0,3 triliun), dan aset bersih dana terpisah sebesar $0,3 triliun (US$0,3 triliun). Kami terdaftar dengan kode ‘MFC’ di bursa efek Toronto, New York, dan Filipina, serta ‘945’ di bursa efek Hong Kong. **Manulife adalah Perusahaan dengan Kesetaraan Kesempatan Kerja** Di Manulife/John Hancock, kita merayakan keragaman. Kita berusaha menarik, mengembangkan, dan mempertahankan tenaga kerja yang sama beragamnya dengan nasabah yang kita layani dan untuk mengembangkan lingkungan kerja inklusif yang menerima kekuatan budaya dan individu. Kita berkomitmen untuk melaksanakan rekrutmen, retensi, peningkatan, dan kompensasi secara adil, dan kita mengatur semua praktik dan program tanpa adanya diskriminasi. Baik itu diskriminasi karena ras, keturunan, tempat asal, warna kulit, asal etnis, kewarganegaraan, agama atau keyakinan agama, kepercayaan, jenis kelamin (termasuk kehamilan dan kondisi terkait kehamilan), orientasi seksual, karakteristik genetika, status veteran, identitas gender, ekspresi gender, usia, status pernikahan, status keluarga, disabilitas, maupun alasan lain yang dilindungi oleh hukum yang berlaku. Menyediakan akses hubungan kerja yang adil merupakan prioritas utama kita. Seorang perwakilan Human Resources akan bekerja dengan pelamar yang meminta akomodasi yang wajar selama proses lamaran kerja.  Seluruh informasi yang dibagikan selama proses permohonan akomodasi akan disimpan dan digunakan dengan cara yang sesuai dengan hukum dan kebijakan Manulife/John Hancock yang berlaku.  Untuk meminta akomodasi yang wajar selama proses lamaran kerja, silakan hubungi recruitment@manulife.com . **Working Arrangement** Kombinasi