Manager, Customer Experience and Service Design

4 months ago

Hong Kong, Hong Kong SAR China AIA Full time

FIND YOUR 'BETTER' AT Blue Cross

If you believe in better, we’d love to hear from you.

About the Role

Responsible for crafting compelling visual designs that align to AIA design Blue Cross (Asia-Pacific) Company Limited, a leading insurance provider, is seeking a skilled and expert customer experience designer to join our team. As a Manager, Customer Experience & Service Design Manager, you will play a crucial role in driving digital engagement, managing customer feedback, and optimizing the customer journey.

Roles and Responsibilities:

Collaborate with the Digital Product Owner to develop tangible business solutions that align with the platform strategy, roadmap, and predefined KPIs. Collaborate closely with cross-functional teams and vendors to craft an user-friendly digital experiences that align with the brand identity and business objectives. Conduct user research to gain insights into customer needs, preferences, and behaviors by Utilizing wireframing, prototyping, and user testing to build and refine customer experience solutions. Conduct market research and customer surveys to gather insights for customer engagement optimization and incorporate customer feedback into design iterations. Conduct design workshops to ideate and iterate on customer-centric design concepts. Conduct Service blueprinting to crafting, assessing, and improving our services. Work with data analytics to derive actionable insights for journey excellence and improve application features. Responsible for CX Journey Excellence and Delivery Management. Prepare management presentations. Assist in setting up standards and guidelines for management of all visual information for the organization Assist in developing images, impressions, mood boards and presentation materials for internal and external communications. Maintain a view of emerging industry developments / trends on digital services to ensure the future strategy for the product developments are aligned with evolving developments. Lead and manage a team of designers/ external resources to translate design concepts into wireframes, prototypes, and user interfaces. Strive to leverage the designer resource and develop an in-house team of UX/UI designers and content strategists to foster a culture of design thinking at BX.

Minimum Job Requirements:

Degree in Interactive / Multimedia / Visual Design or related disciplines. A minimum of 10 years of experience in UI/UX design, Interaction Design, or equivalent experience. Proficiency in design tools e.g. Adobe Creative Suite, Figma or Sketch. Experience working in an agile/scrum. Able to work in diverse levels of collaboration, flexible in agile environments. Online portfolio available for viewing. Strong strategic analysis and project/program management skills. Ability to handle conflict, negotiate effectively, and drive optimal resolutions. Excellent communication and interpersonal skills. Good written and verbal communication skills in Cantonese, English, and Mandarin. Manage platform strategic governance, roadmap, and implementation. Strong understanding of usability principles, information architecture, and interaction design. Proficiency in wireframing, prototyping, user testing, and design workshops. Experience in creating and refining customer experience solutions using design thinking methodologies.

Others:

You are required to obtain the relevant license(s) if your job involves regulated activities

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