Senior Manager, Client Experience and Service Design, Asia

Sun Life; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Sun Life in Asia seeks a Senior Manager, Client Experience & Service Design to translate client, market and behavioural research into differentiated propositions and measurable improvements across priority client journeys. You will connect insights, service design and execution, leveraging qualitative and quantitative research to drive prioritised actions and implementation roadmaps.

The role requires strong cross-functional collaboration with Operations, Distribution, Digital, Technology,

Qualifications

• Degree holder with relevant experience in client experience, proposition development, service design, design thinking, journey management or a related discipline.
• Proven track record translating insights into actionable propositions, journey improvements and solutions.
• Experience partnering with Operations and Distribution across markets to lead cross-functional initiatives.

Responsibilities

• Lead journey mapping and translation of insight into actions.
• Drive cross-functional experience improvement, solutioning and implementation.
• Develop and activate distinctive client value propositions.
• Build market capability in design thinking and journey mapping.
• Measure impact, govern the portfolio and scale best practice.

Skills

Design thinking

Journey mapping

Cross-functional leadership

Stakeholder influencing

Qualitative & quantitative research

Client value propositions

Education

Degree holder in relevant field

Tools

PowerPoint

Excel

Job description

• Client value proposition and service design
• Outcome measurement and continuous improvement
• Drive cross-functional exp improvement

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

A key member of the Client and Propositions team in Asia, the Senior Manager, Client Experience & Service Design will help markets convert client, market and behavioural research into differentiated propositions and measurable improvements across priority client journeys.

The role connects insights, service design and execution. It will leverage qualitative and quantitative research, apply design thinking and journey mapping to uncover client needs and pain points, and translate findings into prioritised actions, solutions, accountable owners and implementation roadmaps.

Success will depend on strong cross-functional collaboration. The role will align market and regional stakeholders, particularly Operations and Distribution, as well as Digital, Technology, Product, Marketing, Data and Risk, to redesign and implement experiences across orphan client engagement, the first 30 days of onboarding and other priority lifecycle journeys that strengthen the digital client relationship.

Job Description

• Client value proposition and service design
• Client, market and behavioural research and insight generation
• Design thinking, co-creation, journey mapping and service blueprinting
• Cross-functional solutioning, alignment and implementation
• Market capability building and scalable standards
• Outcome measurement and continuous improvement

Preferred Skills

• Strong command of design thinking, journey mapping, service blueprinting, co-creation, prototyping and test-and-learn methods.
• Strong cross-functional leadership and facilitation skills, with the ability to build alignment across Operations, Distribution and other functions without relying on formal authority
• Ability to triangulate research with behavioural, operational, digital, commercial and competitor evidence and convert findings into clear implications and actions.
• Strong expertise in qualitative and quantitative client research, including research design, interviewing, observation, focus groups, surveys, segmentation, usability testing and synthesis.
• Expertise in client value proposition development, service design, client experience design and human-centred design.
• Practical understanding of lifecycle management, onboarding, engagement, retention and digital relationship development.
• Commercial judgement to balance client desirability, business viability, operational feasibility, risk and scalability.
• Insurance industry knowledge is strongly preferred, including an understanding of regulated operations, distribution models and end-to-end policyholder journeys.
• Strong understanding of Asian markets and the diversity of client needs, cultures, channels and operating models across the region

Qualifications

• Degree holder with relevant experience in client experience, proposition development, service design, design thinking, journey management or a related discipline.
• Demonstrated expertise in designing or managing qualitative and quantitative research and translating findings into actionable propositions, journey improvements and solutions.
• Proven track record of taking journey mapping or service design work through prioritisation, cross-functional alignment and implementation, not only insight generation.
• Substantial professional experience working across Asian markets is required, with evidence of adapting approaches to varied client, cultural, channel and operating contexts.
• Insurance industry experience is strongly preferred; broader financial services experience in a regulated environment is also relevant.
• Experience partnering closely with Operations and Distribution and leading multi-function work across markets or business units.
• Strong facilitation, project leadership, communication and senior stakeholder influencing skills.
• High proficiency in PowerPoint and Excel; familiarity with research, journey mapping, collaboration, prototyping and data

Responsibilities

• Lead journey mapping and translation of insight into actions
• Drive cross-functional experience improvement, solutioning and implementation
• Develop and activate distinctive client value propositions
• Build market capability in design thinking and journey mapping
• Measure impact, govern the portfolio and scale best practice

At Sun Life, we’re driven by our Purpose: to help Clients build lifetime financial security and lead healthier lives. Across Asia, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

Job Category

Client / User Experience Design