DCL Experience Lead

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you.

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering with the resources to solve critical problems for the future of our business, which is why we need you. 

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 mindset and enable business outcomes You thrive in teams, and enjoy getting things done togetherYou take ownership and build solutions, focusing on what matters You do what is right, work with integrity and speak upYou share your humanity, helping us build a diverse and inclusive work environment for everyone 

We are looking for someone with: 

Bachelor’s degree in computer science, information technology, engineering or equivalent.Min. 10+ years of experience in relevant fields.     Strong business acumen in the life insurance sector.Have experience in Agile methodologies and Scrum management.Have exposure toward digital projects using HCD approach and working with Service Designers and UXUI Designers.Expert problem solving, analytical, judgement and decision-making skills.Collaborative. Can work across different lines of businesses by listening, consulting and considering the needs of multiple groups before forming a decision. Embrace a digital-first mindset.Can apply customer centricity knowledge across projects.Updated on evolving technologies and digital trends.Can work effectively within a matrixed organization.Can work with ambiguity and manage change effectively. Proficiency in English and Bahasa.

Nice to Haves: 

Ability to build and manage relationships with the key internal stakeholders

On the job you will: 

Formulate and implement strategies for enhancing and optimizing digital customer and distribution platforms, ensuring alignment with business objectives and user needs, and utilizing data analytics to inform decision-making.Oversee the daily management of digital platforms, working closely with multiple teams to drive engagement and satisfaction, and monitor platform performances through regular reporting on key metrics and KPIs.Drive continuous improvements to enhance user experience and operational efficiency, ensure compliance with industry standards, and provide leadership to the team by fostering a culture of innovation and excellence.Drive adoption and usage of digital platforms initiatives to enhance user engagement and improve operational efficiency. Lead continuous improvements on system workflow and user experience on the digital platforms based on users feedback and customer insight learning. Manage regular content updates on the platforms to enhance user engagement and drive business values. Collaborate with other teams to identify pain points on the digital platforms and user database; and provide recommendations for improvements. Regularly review and analyze customer feedback to identify opportunities for improving operational efficiency and sales conversion. Oversee proper implementation of end-to-end user acceptance and usability tests with relevant stakeholders and product owners, analyze potential findings and mitigation strategies related to user experience. Monitor digital project progress delivery, identifying deviations from plans, and implementing corrective action. Facilitate the resolution of technical issues and escalating concerns to appropriate stakeholders. Equip with industry trends, best practices, and emerging technologies. Ensuring compliance with regulatory requirements, security protocols, and internal Manulife ID policies.

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives BetterA leadership team dedicated to your growth and success A bold ambition and set of goals to be a leader in driving transformation in our industry Our best. Every day. 

Learn more about opportunities with us at jobs.manulife.com    

Every career at Manulife provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today!

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 recruitment@manulife.com.

Working Arrangement

Hybrid