Responsibilities:
As a contractor on Experience Design in the Customer Experience & Transformation team, you will dive deep into the current experiences across major journeys and help to action plan to address pain points and to deepen engagement with customers via various programs and initiatives, and to inform the design of the future state. You will collaborate with internal stakeholders to plan and find solutions that work best for our customers, distribution partners and operations, ultimately enhancing the customer experience and achieve better business outcomes (commercial value, customer impact, operation efficiency).
On the job you will:
- Work on the end-to-end customer journeys (as-is and to-be journey maps) to enhance our Customers, Distribution and Operations experience
- Support the project/ program by collaborating with internal teams on research, mapping, experience design and design planning
- Represent the Customer voice and work with Insights, Distribution, Data Analytics, IT, BA, and Operational partners, ensuring the user perspective is understood and addressed in the new solution
- Conduct or manage customers/agents interviews as needed, collaborating with regional office and local stakeholders at various stages of the HCD process.
- Facilitate co-design workshops and other engagements in support of the projects to seek feedback and direction on the desired future state of experience
- Working with Product Owners to analyse and understand journey maps and proposed solutions to plan and create best practice, low-to-medium fidelity assets articulating the customer/agent experience creatively and concisely (e.g. storyboards, wireframes, mock-ups, clickable prototypes) to showcase a cohesive and compelling view of future state digital and non-digital experiences
- Work with UX Designer to incorporate and reflect storytelling elements to clearly and dynamically present concept designs to a myriad of stakeholders (from C-Suite to Junior UXUI and Developers) to ensure clarity and understanding of a future state experience
- Collaborate, support, guide and train internal stakeholders in HCD processes, including research, synthesis, mapping and communication.
- Ensure that all forms of research, mapping and insights are robust and unbiased, cohesive and add up to a consistent, valuable and best-practice experience
- 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.
Interested parties please email a MS Word version resume and expected salary to [email protected] (+852 94548869) and quote the job reference no.