Senior Manager – Client Experience & Service Design

Sun Life Financial

Hong Kong

On-site

HKD 900,000 - 1,200,000

Full time

10 days ago

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Job summary

Sun Life Financial is seeking a Senior Manager, Client Experience & Service Design to translate insights into differentiated client journeys across Asia. You will lead design thinking, journey mapping and service blueprinting, coordinating Operations, Distribution, Digital, Technology and Risk to drive measurable improvements.

Based in Hong Kong, you will collaborate with markets to redesign onboarding, engagement and lifecycle journeys, building cross-functional capabilities and scalable best

Qualifications

Experience in client experience, proposition development or service design.
Proven ability to translate insights into propositions and actions.
Experience across Asian markets, regulated industries preferred.
Insurance/financial services knowledge preferred.
Strong facilitation and stakeholder influence.

Responsibilities

Lead journey mapping and translate insights into actions.
Drive cross-functional experience improvements and implementations.
Develop and activate distinctive client value propositions.
Build market capability in design thinking and journey mapping.
Measure impact, govern portfolio, scale best practice.

Skills

Design thinking

Journey mapping

Service blueprinting

Cross-functional leadership

Qualitative research

Quantitative research

Client value propositions

Onboarding lifecycle

Market Asia knowledge

PowerPoint & Excel

Education

Degree holder in relevant field

Tools

PowerPoint

Excel

Job description

Based in Hong Kong, you will collaborate with markets to redesign onboarding, engagement and lifecycle journeys, building cross-functional capabilities and scalable best

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