Customer Experience Designer

📍 Job Overview

Job Title: Customer Experience Designer Company: Manulife Location: Makati City, Philippines Job Type: FULL_TIME Category: Customer Experience Operations / Service Design Date Posted: 2025-08-28 Experience Level: Mid-Level (2-5 years) Remote Status: Hybrid

🚀 Role Summary

• Design and deliver human-centered products, services, and experiences by deeply understanding customer feedback, wants, and needs.
• Drive improvements in customer and agent experiences by identifying opportunities for seamless and effortless interactions across all touchpoints.
• Act as a key functional stakeholder for customer initiatives, directly contributing to the uplift of Net Promoter Score (NPS).
• Champion the "Customer Obsession" value by influencing organizational practices and fostering a customer-centric mindset across business units.

📝 Enhancement Note: While the title is "Customer Experience Designer," the responsibilities heavily lean into operations management, process redesign, and customer journey optimization, making it a strong fit for operations professionals interested in the customer lifecycle. The role requires a blend of design thinking and practical execution to improve customer outcomes and operational efficiency.

📈 Primary Responsibilities

• Lead the assessment of projects for Human-Centered Design (HCD) and Service Design (SD) needs, developing aligned project plans based on best practices.
• Provide expert advice and guidance to peers and stakeholders on HCD, SD, and Design Thinking methodologies to achieve business outcomes with a customer or agent-centric lens.
• Design and execute SD sprints for critical customer or agent-impacting projects, encompassing both short-term enhancements and multi-year transformational initiatives across traditional and digital channels.
• Act as the voice of the customer, collaborating with customer insights, data analytics, IT, delivery, and operational partners to ensure solutions address key pain points and meet customer needs.
• Translate and adapt regional best practices to align with local market needs and customer behaviors in the Philippines.
• Embed HCD mindsets across the organization by constructively challenging existing ways of working to promote customer-centric change and innovation.
• Clearly articulate case studies from past projects, demonstrating the application of human-centered methods to create successful customer and agent experiences.
• Collaborate with regional and local teams on research, synthesis, journey mapping, and experience design planning to improve end-to-end customer and agent journeys.
• Facilitate or co-facilitate workshops for co-design and other engagements to support project teams and drive collaborative problem-solving.
• Conduct or manage customer and agent interviews, working with regional offices and local stakeholders throughout the innovation and HCD process.
• Ensure all research, mapping, and insights gathered are robust, unbiased, and actionable for strategic decision-making.
• Strategically think and act with a digital-first mindset, understanding how the digital economy influences user behavior and the evolution of the insurance and wealth management landscapes.
• Support NPS goals by partnering with internal teams to ensure customer experience is prioritized in product development, sales processes, customer service processes, and online-to-offline interaction flows.

📝 Enhancement Note: The responsibilities highlight a strong focus on process improvement and operational efficiency within the customer journey. The role requires a deep understanding of how to leverage customer feedback and data to optimize processes and deliver measurable improvements in customer satisfaction and Net Promoter Score.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Business, Design, Psychology, or a related discipline.

Experience:

• Minimum of 3 years of experience managing Service Design and Human-Centered Design (HCD) projects within or for large organizations.
• Demonstrable hands-on experience with corporate HCD facilitation; experience in training is considered an advantage.
• Proven ability to work with data, effectively presenting both quantitative and qualitative insights to support decision-making.
• Strong project management, organizational, and coordination skills are essential; experience with Agile methodologies is advantageous.

Required Skills:

• Human-Centered Design (HCD) methodologies and application.
• Service Design (SD) principles and practice.
• Customer Journey Mapping and analysis.
• Design Thinking facilitation and implementation.
• Data analysis and interpretation of quantitative and qualitative insights.
• Project management and organizational skills.
• Stakeholder management and influencing abilities.
• Workshop facilitation and co-design techniques.
• Understanding of customer feedback mechanisms and NPS drivers.
• Strong communication and presentation skills, with the ability to articulate complex concepts clearly.

Preferred Skills:

• Experience with design software such as Figma.
• Agile project management experience.
• Experience in training or mentoring teams on HCD/SD principles.
• Ability to influence decisions and build consensus among diverse stakeholders, including senior leaders.
• High levels of empathy and ability to relate well with others.
• Results-oriented with a proactive and adaptable ("can-do") attitude.
• Comfort with ambiguity and a willingness to adapt to changing business priorities.
• Ability to constructively challenge embedded practices that contradict HCD principles.
• Recognized HCD or Service Design certifications.

📝 Enhancement Note: The required skills emphasize a blend of strategic thinking, analytical capabilities, and practical execution in customer experience design. Operations professionals with a background in process improvement, data analysis, and stakeholder engagement will find these requirements align well with their existing skill sets. The preference for Figma and Agile indicates a need for proficiency in modern design and project management tools and methodologies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 robust case studies detailing end-to-end Service Design or Human-Centered Design projects.
• Each case study should clearly outline the initial problem statement, the HCD/SD process followed, key insights derived, and the final solution or recommendations.
• Demonstrate quantifiable impact or improvements achieved through the designed experiences, focusing on metrics like customer satisfaction, NPS uplift, efficiency gains, or reduced customer effort.
• Include examples of customer journey maps, service blueprints, or other relevant design artifacts that illustrate the thought process and deliverables.
• Provide evidence of stakeholder collaboration, workshop facilitation, and how user feedback was integrated into the design process.

Process Documentation:

• Examples of process documentation for HCD/SD projects, including project plans, research synthesis reports, and user feedback summaries.
• Documentation of how user insights were translated into actionable design recommendations and implemented within project workflows.
• Evidence of how designed processes were measured for effectiveness and iterated upon based on performance data and continuous feedback loops.
• Artifacts demonstrating the ability to map complex customer or agent journeys and identify key pain points and opportunities for optimization.

📝 Enhancement Note: A strong portfolio is crucial for this role, as it serves as tangible proof of the candidate's ability to apply HCD and SD principles effectively. Operations professionals should highlight their experience in process mapping, optimization, and measurement, showcasing how they've used data and design thinking to drive operational improvements and enhance customer experience. Case studies demonstrating ROI and stakeholder buy-in will be highly valued.

💵 Compensation & Benefits

Salary Range:

• Given the mid-level experience requirement (3+ years) and the specialized nature of Customer Experience Design and Service Design, a competitive salary range in the Philippines for this role typically falls between PHP 80,000 to PHP 150,000 per month, depending on the candidate's specific experience, skills, and the company's compensation structure. This estimate is based on industry benchmarks for similar roles in financial services and technology sectors in Metro Manila.

Benefits:

• Comprehensive Health Insurance: Including medical, dental, and vision coverage for employees and potentially dependents.
• Retirement Savings Plan: Contributions to a provident fund or similar retirement savings scheme.
• Paid Time Off: Generous annual leave, sick leave, and potentially other specialized leave benefits.
• Professional Development: Opportunities for training, workshops, certifications (e.g., HCD, SD, Agile), and conference attendance.
• Hybrid Work Arrangement: Flexibility to work from home and in the office, promoting work-life balance.
• Employee Assistance Program (EAP): Support services for personal and professional well-being.
• Life Insurance: Coverage to provide financial security.
• Performance-Based Bonuses: Potential for bonuses linked to individual and company performance.
• Opportunities for Career Advancement: Clear pathways for growth within the Customer Experience and Operations functions.

Working Hours:

• Standard 40-hour work week, typically Monday to Friday.
• While the role is hybrid, specific in-office days may be required for collaborative sessions, workshops, and team meetings.
• Flexibility may be available, but adherence to core business hours for team collaboration is expected.

📝 Enhancement Note: The salary range is an estimate based on industry standards for a mid-level Customer Experience Designer in the Philippines. Benefits are typical for a large, established financial services company like Manulife, focusing on employee well-being, professional growth, and financial security, which are attractive to operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically Insurance and Wealth Management). Manulife is a global financial services group with a significant presence in the Philippines, offering a wide range of insurance, retirement, and investment products. This industry context means a focus on customer trust, long-term relationships, and regulatory compliance. Company Size: Manulife is a large, multinational corporation, employing tens of thousands of individuals globally. In the Philippines, it's a significant employer with a substantial workforce, indicating a structured environment with established processes and ample resources. Founded: Manulife was founded in 1887. This long history suggests a stable organization with deep-rooted expertise and a commitment to enduring customer relationships, which influences its approach to customer experience and operational excellence.

Team Structure:

• The Customer Experience Designer will report to the Lead for NPS and Experience Design, indicating a dedicated team focused on customer satisfaction and journey optimization.
• This team likely collaborates closely with various business units, including Product Development, Sales, Customer Service, IT, Data Analytics, and regional counterparts.
• The structure implies a matrixed environment where the designer acts as a functional expert, influencing projects across different departments.

Methodology:

• The role emphasizes Human-Centered Design (HCD), Service Design (SD), and Design Thinking, suggesting a proactive approach to understanding and solving customer problems.
• Data analysis and the use of customer insights are core to the methodology, driving evidence-based decision-making and process improvements.
• Collaboration with regional teams indicates an alignment with global best practices and a focus on adapting them to local market nuances.
• The drive to improve NPS scores points to a performance-oriented culture that values measurable outcomes and continuous improvement in customer interactions.

Company Website: https://www.manulife.com/en/about/our-story.html

📝 Enhancement Note: Manulife's long history and global presence suggest a company that values stability, customer trust, and structured approaches to operations. The Customer Experience team likely operates at the intersection of innovation and process enhancement, requiring designers to be adept at navigating corporate structures and influencing cross-functional stakeholders.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level, suitable for an individual contributor with 3-5 years of specialized experience. It provides an opportunity to deepen expertise in HCD, SD, and NPS management within a large financial services organization. Reporting Structure: The Customer Experience Designer will report to the Lead for NPS and Experience Design. This provides direct mentorship and guidance from a senior leader in the CX/operations space. Collaboration will extend across various business units and potentially with regional teams. Operations Impact: The role has a direct impact on customer satisfaction, agent efficiency, and ultimately, the company's Net Promoter Score. By improving customer and agent journeys, the designer contributes to increased customer loyalty, retention, and business growth, aligning operational improvements with revenue objectives.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Service Design, UX/UI, customer analytics, or process optimization within the financial services sector.
• Leadership: Progress to a Senior Customer Experience Designer or Team Lead role within the NPS and Experience Design team, managing projects and mentoring junior designers.
• Cross-Functional Mobility: Transition into roles within Product Management, Digital Transformation, Business Process Improvement, or broader Marketing/Operations functions, leveraging design and operations expertise.
• Global Exposure: Opportunities to collaborate with or move to regional or global teams within Manulife, gaining international experience.

📝 Enhancement Note: For operations professionals, this role offers a clear path to specialize in customer-centric process design and gain valuable experience in driving measurable improvements in key business metrics like NPS. The opportunity to work within a large, established organization like Manulife provides stability and diverse avenues for career advancement.

🌐 Work Environment

Office Type: Hybrid work arrangement, combining remote work with in-office presence at Manulife's Head Office in Makati City, Philippines. Office Location(s): Makati City, a prime business district in Metro Manila, known for its accessibility and professional environment. Workspace Context:

• The office environment is likely professional and collaborative, supporting the hybrid model with necessary technology and meeting spaces for team interactions and workshops.
• Access to digital collaboration tools and potentially design software will be provided to facilitate seamless work across remote and in-office settings.
• Opportunities for direct interaction with cross-functional teams (Sales, Customer Service, IT, Data Analytics) will be available during in-office days, fostering a dynamic and integrated work experience.
• The culture encourages knowledge sharing and collaborative problem-solving, essential for driving complex customer experience initiatives.

Work Schedule:

• Standard 40-hour work week, typically Monday to Friday.
• The hybrid nature allows for flexibility in managing work hours, balancing personal needs with project deadlines and team collaboration requirements.

📝 Enhancement Note: The hybrid work model is designed to offer flexibility while ensuring essential in-person collaboration for design thinking sessions and team alignment. Operations professionals accustomed to structured yet flexible work environments will find this setup conducive to productivity and work-life balance.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter will review applications for essential qualifications and experience.
• Hiring Manager Interview: A discussion with the Lead for NPS and Experience Design to assess technical skills, project experience, and cultural fit. Expect questions on HCD/SD methodologies, project examples, and problem-solving approaches.
• Portfolio Review & Presentation: Candidates will be asked to present a selection of their best work, focusing on 1-2 key projects that demonstrate their process, insights, and impact. This is a critical stage to showcase practical application.
• Cross-Functional/Team Interview: Interviews with key stakeholders from other departments (e.g., Sales, Operations, IT) to evaluate collaboration skills, communication style, and understanding of broader business context.
• Final Interview: Potentially with a senior leader to discuss career aspirations and overall fit within the organization.

Portfolio Review Tips:

• Storytelling: Structure your portfolio presentations around a compelling narrative for each project, detailing the problem, your approach, key insights, solutions, and measurable outcomes.
• Focus on Impact: Clearly articulate the results of your work, quantifying improvements in customer experience, NPS, efficiency, or other relevant business metrics. Use data to support your claims.
• Process Clarity: Detail the specific HCD/SD methodologies and tools you used, explaining why they were chosen and how they contributed to the project's success.
• Stakeholder Engagement: Highlight instances where you successfully collaborated with diverse stakeholders, managed competing priorities, and gained buy-in for your design recommendations.
• Tailor Content: Select portfolio pieces that best align with the responsibilities outlined in the job description, demonstrating your experience in areas like customer journey mapping and NPS improvement.

Challenge Preparation:

• Be prepared for potential case study exercises or problem-solving scenarios related to improving customer journeys or increasing NPS within a financial services context.
• Practice articulating your thought process for diagnosing customer pain points and designing solutions that are both customer-centric and operationally feasible.
• Understand Manulife's business and its customer segments to frame your responses effectively.

📝 Enhancement Note: The interview process emphasizes practical application and collaborative capabilities. Operations candidates should prepare to showcase their analytical skills, process-oriented approach, and ability to translate insights into tangible improvements, much like they would for a process optimization project. A well-curated portfolio is key to demonstrating this.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (preferred), Adobe Creative Suite (Illustrator, Photoshop), Sketch.
• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.
• Customer Journey Mapping & Service Blueprinting: Miro, Mural, Lucidchart, Smaply.
• Data Analysis & Visualization: Excel, PowerPoint, Tableau, Power BI, Google Analytics.
• CRM Systems: Salesforce (or similar enterprise CRM), for understanding customer data and interactions.
• Customer Feedback & NPS Tools: Qualtrics, SurveyMonkey, or internal NPS tracking systems.

Analytics & Reporting:

• Proficiency in analyzing quantitative data from customer surveys, website analytics, CRM data, and operational reports.
• Ability to synthesize qualitative feedback from interviews, focus groups, and customer service interactions.
• Experience in creating clear and concise reports and dashboards to communicate findings and recommendations to stakeholders.

CRM & Automation:

• Understanding of how CRM systems store and manage customer data, and how this data can inform design decisions.
• Familiarity with marketing automation or customer service automation tools is a plus, as these often interact with customer journeys.
• Knowledge of integration principles between different systems to ensure seamless data flow and customer experience.

📝 Enhancement Note: While the role is design-focused, a strong understanding of operational tools and data analytics platforms is essential. Operations professionals will be familiar with many of these tools, particularly in data analysis, CRM, and project management. Proficiency in design collaboration tools like Miro and Figma will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A core value that drives all design and operational decisions, prioritizing customer needs and satisfaction.
• Data-Driven Insights: Reliance on data and customer feedback to inform strategies, identify pain points, and measure the impact of initiatives.
• Collaboration & Teamwork: Emphasis on working effectively with diverse teams across the organization to achieve shared goals.
• Innovation & Continuous Improvement: A mindset of constantly seeking better ways to serve customers and improve processes.
• Empathy: A deep understanding and consideration of customer and agent perspectives in all design and operational activities.
• Results Orientation: A focus on delivering tangible outcomes and driving improvements in key metrics like NPS.

Collaboration Style:

• Cross-functional Integration: Actively engaging with Product, Sales, Marketing, IT, and Operations to ensure holistic customer journey design and implementation.
• Design Thinking Workshops: Regularly facilitating or participating in workshops to foster co-creation and shared problem-solving.
• Feedback Exchange: Open to giving and receiving constructive feedback to refine designs and processes.
• Knowledge Sharing: Willingness to share expertise and best practices in HCD and SD with colleagues and stakeholders.

📝 Enhancement Note: The company culture strongly aligns with operational excellence principles, emphasizing customer-centricity, data-driven decision-making, and collaborative improvement. Operations professionals will find this environment supportive of their skills in process analysis and efficiency enhancement.

⚡ Challenges & Growth Opportunities

Challenges:

• Influencing Stakeholders: Gaining consensus and buy-in for HCD/SD recommendations from stakeholders with varying priorities and perspectives, especially in a large organization.
• Navigating Ambiguity: Working with evolving business needs and complex organizational structures, requiring adaptability and creative problem-solving.
• Driving Change: Embedding new HCD mindsets and practices across the organization, potentially challenging existing operational norms.
• Balancing Innovation with Operations: Ensuring that designed experiences are not only customer-centric but also operationally feasible and sustainable within existing business processes and systems.
• Measuring Impact: Clearly demonstrating the ROI and business value of customer experience initiatives to secure ongoing support and resources.

Learning & Development Opportunities:

• Advanced HCD/SD Training: Access to internal and external training programs to deepen expertise in cutting-edge design methodologies.
• Industry Certifications: Opportunities to pursue recognized certifications in Service Design, UX, or Agile methodologies.
• Cross-functional Exposure: Learning about different business functions within Manulife and how customer experience impacts each area.
• Mentorship: Guidance from the Lead for NPS and Experience Design and senior leaders within the organization.
• Project Variety: Exposure to a wide range of projects, from quick enhancements to large-scale transformations, allowing for diverse skill development.

📝 Enhancement Note: The challenges presented are common in operations roles focused on process improvement and change management. Proactive engagement, strong communication, and a focus on measurable results will be key to overcoming these challenges. The growth opportunities are substantial for operations professionals looking to specialize in customer experience.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used customer journey mapping to identify a critical pain point and how you designed a solution to address it. What was the outcome?" (Focus on process, insights, and impact.)
• "How do you balance customer needs with operational constraints and business objectives when designing an experience?" (Demonstrate strategic thinking and practicality.)
• "Walk me through a project where you had to influence stakeholders who were resistant to adopting a new customer-centric approach. What was your strategy?" (Highlight influencing and communication skills.)
• "How do you measure the success of a customer experience initiative, particularly in relation to NPS?" (Showcase analytical and metrics-driven capabilities.)
• "Describe your experience with Design Thinking or Service Design sprints. What are the key phases, and what role do you typically play?" (Assess methodology knowledge.)

Company & Culture Questions:

• "What do you know about Manulife's commitment to customer obsession?" (Research the company's values and recent initiatives.)
• "How do you see your role contributing to Manulife's overall business goals?" (Connect your skills to business outcomes.)
• "How do you stay updated on the latest trends in customer experience and the financial services industry?" (Show continuous learning.)

Portfolio Presentation Strategy:

• Choose impactful projects: Select 2-3 projects that best showcase your skills in HCD, SD, journey mapping, and driving measurable results (especially NPS improvements).
• Structure your narrative: For each project, clearly articulate the problem, your process (research, ideation, design, testing), key insights, solutions, and the tangible impact achieved. Use visual aids effectively.
• Quantify results: Wherever possible, use data and metrics to demonstrate the success of your work.
• Highlight collaboration: Explain how you worked with cross-functional teams and stakeholders.
• Be ready for questions: Anticipate questions about your design choices, challenges faced, and how you would handle similar situations.

📝 Enhancement Note: Operations candidates should prepare to discuss their experience in process improvement, data analysis, and stakeholder management using specific examples. Framing their portfolio pieces as "process optimization case studies" will resonate well with the interviewers.

📌 Application Steps

To apply for this Customer Experience Designer position:

• Submit your application through the provided link on the Manulife careers portal.
• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight experience in customer journey optimization, process improvement, HCD/SD methodologies, and NPS enhancement. Select case studies that demonstrate quantifiable impact on customer satisfaction or operational efficiency.
• Resume Optimization: Clearly articulate your experience with keywords such as "Human-Centered Design," "Service Design," "Customer Journey Mapping," "NPS," "Process Improvement," "Stakeholder Management," and "Data Analysis." Quantify achievements whenever possible.
• Interview Preparation: Practice articulating your experience with specific examples, focusing on problem-solving, collaboration, and driving measurable results. Prepare to present your portfolio confidently, focusing on the process and impact of your work.
• Company Research: Familiarize yourself with Manulife's mission, values (especially Customer Obsession), and its position in the financial services market. Understand their customer-facing products and services to better contextualize your application and interview responses.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.