Director, Journey Mapping
Hong Kong, HK

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

The customer is the focus of everything we do, and millions of end users rely on our products and services daily. We believe in the value of empowering Journey Mapping Directors with the resources in delivering a more seamless and effortless customer experience across multiple channels, which is why we need you.

Manulife Consumer Insights is seeking a self-motivated Journey Mapping Director / Senior Director to analyze, map out and redesign current customer journeys and underlying operational processes using a variety of different approaches (customer research, data analytics, process analysis, Lean, 6 Sigma) to identify opportunities in delivering a more seamless and effortless customer experience across multiple channels.

What motivates you?

  • You obsess about customers, listen, engage and act for their benefit
  • You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
  • You thrive in teams, and enjoy getting things done together
  • You take ownership and build solutions, focusing on what matters
  • You do what is right, work with integrity and speak up
  • You share your humanity, helping us build a diverse and inclusive work environment for everyone
  • We are looking for someone with :


  • Solid number of years of broad management and leadership knowledge to lead and influence project teams in multiple job areas as well as deep experience in customer experience, process improvement, design thinking
  • Experience leading customer centric strategies applying CX methods such as journey mapping and co-creation.
  • Strong program management, organizational and coordination skills required; working experience with Agile considered a strong advantage
  • Strong workshop facilitation, training and influencing skills
  • Advanced skills in Excel and PowerPoint
  • Attitude & Mindset

  • Ability to influence decisions and gain consensus across different channels and lines of business, particularly in the case of competing interests and priorities.
  • A positive disposition and ability to relate well with others. Possess high level of empathy.
  • Results oriented, with can-do attitude. Undeterred by obstacles and challenges; ability to think creatively to overcome barriers to achieve objectives
  • Comfortable with ambiguity; open to new ideas; flexes with changing business priorities and situations
  • Ready for up to 40 % business travel
  • Communication

  • Excellent and effective communication and persuasive skills required with ability to communicate across organization levels
  • Excellent command of spoken and written English.
  • Certification

  • Bachelor's Degree Business, Design, or similar discipline.
  • Nice to haves :

  • Candidates with Bahasa, Vietnamese, Japanese or Mandarin is preferred.
  • Design Thinking and CCXP (Certified Customer Experience Professional) certification a plus
  • On the job you will :

    Provide hands on, ongoing support of key multi-year, multi country transformation projects

  • Deeply support ongoing programs by collaborating and supporting regional and local squads on mapping, experience design, planning, etc
  • Communicate clearly and accurately to project teams the functional requirements of solutions to ensure successful delivery
  • Lead or be embedded in ongoing and adhoc agile sessions, workshops, demos
  • Represent the customer / user voice and work with design, IT, delivery, and operational partners to drive the use of end-to-end Human Centered Design (HCD) as part of the agile delivery processes.
  • Support immersion and testing of concepts, POC, MVP, etc

  • Conduct agent / customers / user interviews, collaborating with RO and local stakeholders for all stages of the product development cycle (POC, usability testing, validations, etc)
  • Ensure customer / user perspective is understood and addressed by business leaders and executives resulting in improved delivery of products and services throughout the development, launch, and post launch cycles
  • Collaborate, guide, and train market teams to conduct and support on immersions
  • Journey Mapping support

  • Connect all types of quantitative (survey, operational data, etc) and qualitative information from customer immersions, focus groups, etc to create Point of Departure (POD) customer journey maps
  • Identify low hanging fruits in POD customer journey and partner with stakeholders to create initiatives for improving customer experience and meeting goals.
  • Lead workshops to co-create Point or Arrival for value streams / key programs
  • Liaise and consult with multiple business units to measure success and effectiveness of journey designs, concept design, roadmap development and prioritization, etc.
  • Asia HCD Hub

  • Represent the H in Asia HCD Hub, ensuring that consumer testing, insights, and validation of concept are independent, robust, and unbiased
  • Work with Insights / NPS to recut / analyze existing consumer, internal data to build from knowledge base and minimize costs
  • Develop and oversee processes which enable the sharing and adapting of best practices for improving customer experience across the organization.
  • Conduct training and evangelize HCD mindset and Asia HCD Hub support
  • Our commitment to you

  • Our mission; to be a part of making Decisions Easier and Lives Better
  • A leadership team dedicated to your growth and success
  • A bold ambition and set of goals to be a leader in driving transformation in our industry
  • Our best. Every day.
  • Learn more about opportunities with us at

    If you are ready to unleash your potential, it’s time to start your career with Manulife / John Hancock.

    About Manulife

    Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better.

    With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States.

    We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions.

    At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers.

    As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.

    4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years.

    We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.


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