Urgent! Experience Design Lead Job Opening In Hong Kong, Hong Kong – Now Hiring Company 28 - Manulife (International) Limited
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
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 .
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 .
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Unlock Your Experience Design Potential: Insight & Career Growth Guide
Real-time Experience Design Jobs Trends in Hong Kong, Hong Kong (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Experience Design in Hong Kong, Hong Kong using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 150 jobs in Hong Kong and 97 jobs in Hong Kong. This comprehensive analysis highlights market share and opportunities for professionals in Experience Design roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Company 28 - Manulife (International) Limited is currently hiring and seeking a Experience Design Lead to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Company 28 - Manulife (International) Limited adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Experience Design Lead Jobs Hong Kong varies, but the pay scale is rated "Standard" in Hong Kong. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
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