Key Responsibilities: • Analyze the customer experience through detailed customer journey maps illustrating all customer touch-points and flows between, identify and prioritize improvement opportunities. • Conduct customer research or analysis on customer feedback and leverage knowledge of customer servicing to identify improvements across touch-points and deliver an unsurpassed customer experience. • Design new and improved customer journeys across traditional and digital channels. • Support project teams in customer experience transformation initiatives implementation. • Act as a customer advocate and help stakeholders across the organization view everything we do from the customers’ perspective and map against our defined customer experience principles. • Work with stakeholders including Marketing, Analytics, Operations and IT teams to gather and analyse various types of data in order to inform experience design decisions. • Conduct workshops to kick-off or continue ongoing journey mapping initiatives. • Contribute and possibly lead design thinking workshops with stakeholders from multiple functions.

Qualifications: • Bachelor Degree • 5+ years of experience in a life insurance or financial services environment • Professional financial qualifications, marketing, business administration or related field • Life insurance, preferable FLMI ( LOMA) designation • Expertise in at least one of the following fields and knowledge of the remaining: Customer Experience Management, Human-cantered Design and Design Thinking, Service Design. • Professional experience in customer research, experience design, process reengineering, business analytics or related fields. • Passionate about customers and delivering unsurpassed customer experience. • Ability to view interactions from the customers’ perspective. • Ability to translate insights from data and research into customer experience improvement opportunity. • Excellent communication, analytical and presentation skills. • Ability to build rapport with different stakeholders and gain acceptance. • Hands-on experience supporting the execution of transformation initiatives. • Project management experience. • Excellent creative problem-solving skills. • Enjoy working with others, be curious, challenge the norm and be nice. Interested applicants meeting the above requirements should submit their CVs, covering letters and National ID card by going to this link: http://www.manulife.com.kh/Corporate-Careers-Career-Possibilities and follow each of its step. For more details please contact Ms. Kimleng Moul via kimleng_moul@manulife.com. Or Ms. Choury Chim via choury_chim@manulife.com. Application should be submitted before 17th October 2019. Only shortlisted candidates will be contacted.

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