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Manager, Experience Designer, Marketing

Manulife and John Hancock Tokyo, Japan
Posted 9 days ago Permanent Competitive
Manager, Experience Designer, Marketing
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

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 initiatives
  • Provide 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 & agents
  • Represent 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 points
  • Ensure that all forms of research, mapping and insights are robust and unbiased; conduct or manage Customer and Agent interviews
  • Advocate for and support user testing/validation of prototypes with end users to improve our Customer and Agent service experiences
  • Conduct formal HCD training and embed HCD mindsets across the organisation, helpfully challenging contrary ways of working to foster ambition and customer-centric change
  • Think and act both strategically and digitally; you understand how the digital economy is changing user behaviour 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-centred ways.

Accountabilities (Individual / Shared):
Individual Accountabilities:
  • Invitation and acceptance of HCD approach to projects within organisation
  • Impact of HCD through project success

Key Shared Accountabilities:
  • Digital KPIs - e.g. Digital Platform active rates and service adoption
  • Employee Customer Centricity measures
  • tNPS and rNPS

Knowledge/Skills/Competencies/Education:

Technical
  • 5-10 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. Journey mapping experience. UX or design thinking experience preferred.
  • Strong project management, organizational and coordination skills required; working experience with Agile considered a strong 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 and able to adapt. Experience with Figma would be advantage.

Certification
  • Bachelor's degree in Business, Design, Psychology or similar discipline
  • Recognised 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 organisation
  • Excellent command of spoken and written Japanese, with English proficiency an advantage

Collaboration and Influence
  • 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
  • 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
  • Comfortable safely and helpfully challenging embedded practices that contradict with Human-centred ways of working at all levels of an organisation

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

Problems/Challenges:
  • Multiple stakeholders to align on ways of working to embed HCD
  • Building new capabilities in areas such as HCD and Change engagement, that the organization is not familiar with adopting

Position Dimensions (Organizational Impact):
  • An individual contributor within Customer Experience team, working alongside one other Experience Designer.
  • Team of 7 within Customer Experience team, including expertise across research, NPS practice and change management.
  • Customer Experience Team is one of 3 pillars under CMO's Marketing organization.

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 recruitment@manulife.com.
Job ID  JR24031957
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