**General Description:** This position will report to The Head of Customer Experience. The position's primary role is to support the connection of internal Manulife Japan teams with our customer’s feedback, wants and needs, ultimately helping design and delivery teams to create human-centered and innovative products, services and experiences. The successful applicant will be expected to analyses, map and redesign current customer journeys and underlying operational processes using various approaches, including customer research, data analytics, process analysis and workshopping. In addition, the Senior Experience Designer will help to identify opportunities in delivering a more seamless and effortless Customer and Agent experience. **Position 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 organization, 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 behavior 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:** + 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 + Recognized 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 organization + Excellent command of spoken and written Japanese, with English proficiency an advantage **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 behavioral 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 **_When you join our team:_** + 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. **Acerca de John Hancock y Manulife** Manulife Financial Corporation es un importante grupo internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Nuestra sede mundial se encuentra en Toronto, Canadá, y operamos como Manulife mediante nuestras oficinas de Canadá, Asia y Europa, y principalmente como John Hancock en Estados Unidos. Brindamos servicios de asesoría financiera, seguros y soluciones de gestión patrimonial y de activos para personas, grupos e instituciones. Para finales de 2022, ya contábamos con más de 40,000 empleados, más de 116,000 representantes y miles de socios de distribución que brindaban nuestros servicios a más de 34 millones de clientes. Para finales de 2022, los activos que gestionamos y administramos fueron de CAD 1.3 billones (USD 1.0 billones), incluidos los activos invertidos totales de CAD 0.4 billones (USD 0.3 billones) y los activos netos de fondos segregados de CAD 0.3 billones (USD 0.3 billones). Cotizamos en las bolsas de valores de Toronto, Nueva York y Filipinas como “MFC” y en la de Hong Kong como “945”. **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, desarrollar y retener una fuerza laboral tan diversa como los clientes a los que servimos, y para fomentar un entorno de trabajo inclusivo que abarque la fuerza de las culturas y las personas. Estamos comprometidos con el reclutamiento justo, la retención, el ascenso y la compensación, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y la lactancia), orientación sexual, características genéticas, estatus de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley aplicable. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información compartida durante el proceso de solicitud de adaptación será almacenada y utilizada de manera congruente con las leyes aplicables y las políticas de Manulife/John Hancock. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . Semana de Trabajo Comprimida Híbrido