Head of Experience Design

The Experience Design team is responsible for improving the end-to-end customer experience and distributor experience.

The team’s role is to identify, prioritize, and guide the implementation of customer experiences solutions thru customer journey development and human-centered design (HCD) principles, while aligning to the customer experience vision and strategy. The position is accountable to lead the team visualising the needs, expectations of customer and objective and impact of business to improve end of end customer journey, including engage/pre-sale, buy, service, claims, and salesforce management journey, to inform experience solutions with cross functional stakeholders of Customer, Distribution and Operations.

The leader needs to be a change agent, effective at building relationships and influencing stakeholders. Most importantly, they need to move from customized, small scale HCD initiatives to embrace a more holistic and coherent approach across the custome...