Senior Service Designer

1 week ago

กรงเทพมหานคร, Thailand FWD Insurance Full time

About FWD Group

FWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD’s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.

For more information, please visit

Job Purpose
Senior Service designer sits within the Experience management in FWD and seek to support all operation initiatives across functions, driving for better experience for customers, users and stakeholders. This role will support senior members to drive the success of operation strategies. The person will be responsible for creating holistic, seamless, user-led service experiences across products, services, and touchpoints.

Key Responsibilities:

- Develop a strategic direction and roadmap for the delivery of product and service design within FWD that aligns with the organization's vision, context, and business strategy. This includes analyzing internal/external factors such as stakeholder expectations, competitors, and best practices
- Conduct impact analysis to identify opportunities and pain points in customer/user experience, and lead service experience understanding through research, insights, and product testing to establish service design strategies for business and operational plans, uncovering needs and opportunities for service/product improvement.
- Drive the implementation of experience improvement initiatives thru end-to-end customer (including users and partners) journey mapping, customer insights to improve customer satisfaction score and relevant index.
- Define and design actionable experience improvement processes utilized by the operation users for efficiency, scalability, and user satisfaction.
- Work with relevant functions to ensure design principal agenda is incorporated in function business plans, and operational plans for delivering next-in-class service experience within the organization
- Monitor and evaluate the progress of operations according to plans and roadmaps, prepare relevant reports, analyze changes, propose improvement directions, and manage issues for senior management and various committees to establish effective measures and tangible outcomes

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