UX Designer III & IV - 1 year contract

• This role focus on improving CX, the overall customer experience, the journey design. Need to review on how to deal with customers as a whole, interacting with customers online (website/mobile app) and offline (such as seminar).
• Focus on customer journey. Define key journey for the program, interaction with customers to identify solution, business opportunities and to achieve business goals.
• Focus on engagement program – bring health proposition to our customers to tell them the importance of health, and how to support our customers via loyalty program under health domain.
• Focus to support health engagement program upgrade and other projects.
• Training in advanced Human Centred Design (HCD) or Design Thinking and UXUI techniques.
• Experience working in Insurance company and supporting loyalty program
• 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.
• Customer-oriented or human-centred design to problem solving and service design methods to enable employees and organisations to support customer and distributors experience
• Effective communication and persuasive skills are required with the ability to communicate across all levels of the organisation
• Ability 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

• 8 years work experience in running strategic design, Service Design, and end-to-end experience design projects within or for large organisations.
• Strong program management, organisational and coordination skills required; working experience with Agile is considered a strong advantage
• Excellent command of spoken and written English and Cantonese.
• Candidates with Cantonese language proficiency is preferred.

Manpower