General Description:

This position will report to The Head of Customer Experience. The position's primary role is to support the connection of internal Manulife Japan teams with our customer’s feedback, wants and needs, ultimately helping design and delivery teams to create human-centered and innovative products, services and experiences. 

The successful applicant will be expected to analyses, map and redesign current customer journeys and underlying operational processes using various approaches, including customer research, data analytics, process analysis and workshopping. In addition, the Senior Experience Designer will help to identify opportunities in delivering a more seamless and effortless Customer and Agent experience.

Position Responsibilities:

Champion adoption of Human Centered Design approach and establish the CX team as the Centre of Expertise for HCD practice. Collaborate and plan projects with regional office and local agile squads, project teams and operational partners at various stages of the innovation/HCD process for research, synthesis, mapping and experience design planning in support of transformation initiativesProvide hands-on workshop facilitation at the discovery and design phases and ongoing support for key multi-year transformation projects focused on digital and analogue customer experiences, to ensure ease of doing business with Manulife for customers & agentsRepresent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customer’s perspectives and addressing key pain pointsEnsure that all forms of research, mapping and insights are robust and unbiased; conduct or manage Customer and Agent interviewsAdvocate for and support user testing/validation of prototypes with end users to improve our Customer and Agent service experiencesConduct formal HCD training and embed HCD mindsets across the organization, helpfully challenging contrary ways of working to foster ambition and customer-centric changeThink and act both strategically and digitally; you understand how the digital economy is changing user behavior 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:

5-10 years’ experience running Service Design and HCD projects within or for large organisationsDemonstrable hands-on experience of corporate HCD facilitation. Experience of training would be an advantage. Journey mapping experience. UX or design thinking experience preferred.Strong project management, organizational and coordination skills required; working experience with Agile considered a strong advantageProven ability to be able to work with data, presenting quantitative and qualitative insights in support of one anotherComfortable with various software platforms and able to adapt. Experience with Figma would be advantage.

Certification: 

Bachelor’s degree in Business, Design, Psychology or similar disciplineRecognized HCD certification. LUMA certified instructor or Practitioner preferred

Communication: 

Effective and persuasive communication skills required, with ability to communicate across all hierarchy and levels of an organizationExcellent command of spoken and written Japanese, with English proficiency an advantage

Assessment:

The successful applicant will provide a resumé or CV, including a portfolio of past Service Design/HCD/Design Thinking projectsThree rounds of interviews will take place with pre-screening, interview with hiring manager and interview with peers addressing both competency and behavioral questionsA take-home project will be provided to assess the applicant’s ability to scope, design and execute Service Design/HCD/Design Thinking projects

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 recruitment@manulife.com.

Working Arrangement

Hybrid