The Customer Experience Designer will help design and delivery teams to create human-centered and innovative products, services, and experiences by considering customer feedback, wants, and needs
Job Summary
The Customer Experience Designer will help design and delivery teams to create human-centered and innovative products, services, and experiences by considering customer feedback, wants, and needs.
Responsibilities include conducting customer and agent interviews, synthesizing research, mapping journeys, and redesigning end-to-end journeys to enhance sales, service, and claim experiences.
Manulife offers an environment where you will be empowered to learn and grow, recognized and supported in a flexible environment where well-being and inclusion are prioritized.
Matching Summary
The Customer Experience Designer will help design and delivery teams to create human-centered and innovative products, services, and experiences by considering customer feedback, wants, and needs.
Skills & Requirements
Must-have
Customer feedback analysis
Human-centered design
Service design sprints
Voice of the customer representation
End-to-end journey redesign
Workshop facilitation
Nice-to-have
Positive disposition and empathy
Results-oriented with can-do attitude
Comfortable with ambiguity
Helpfully challenging embedded practices
Key Requirements
3+ years' experience running Service Design and HCD projects
Demonstrable hands-on experience of corporate HCD facilitation
Strong project management skills
Proven ability to work with data and present insights