About FWD Group FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
For more information, please visit www.fwd.com
PURPOSE Execute and deliver the experience of the Omne by FWD app to provide market-leading customer experiences, activating key lifestyle and insurance services for effective transformation across FWD markets and the creation of customer and business value to achieve sustainable business growth. Be able to own the OMNE portfolio, ensuring the design was aligned, uniform and scalable.
- Manage the execution of design and customer journeys for the Omne by FWD app. This role involves translating user-centric design strategies into seamless, intuitive, and engaging experiences across all touchpoints to generate revenue, increase customer engagement, improve customer sentiment, and manage resources effectively to achieve business objectives.
- Manage, coach, and collaborate closely with Group and Market design and CX teams to implement engagement features and insurance activation, playing a key role in driving adoption of new innovative experiences. Promote new ways of working to enable a culture of continuous improvement through a holistic, customer-centric approach.
KEY ACCOUNTAIBILITIES - Manage and develop a high-performing experience design team to deliver a cohesive and uniform customer experience that supports the company's vision and contributes to strategic KPIs (customer engagement, sentiment, store ratings, MAU, retention) for user acquisition, engagement, and revenue growth.
- Design and develop the UX/UI design process to enhance the value proposition of Omne, with the objective of improving user stickiness, customer engagement, and retention.
- Execute the user experience strategy for all markets, working to close capability gaps and translate unmet user needs into actionable plans that deliver user value and drive revenue generation.
- Manage the prioritization of user needs through design, optimizing experiences to achieve target outcomes and supporting future strategic alignment.
- Lead, manage and guide Group and Market teams in adopting and implementing new innovative experiences and ways of working to ensure a seamless user experience. Help define key strategic problems and develop practical solutions.
- Collaborate with high-performing functional teams across Digital, User Experience, Operations, Product, and Technology to integrate diverse needs into the design process, ensuring user-centric journey design.
- Maintain, evolve, and govern the design system and brand guidelines for Omne to ensure consistency, increase speed to market, and enable a rapid, risk-reduced approach to change.
- Manage the delivery of new user value propositions against expected benefits, creating momentum through the continuous delivery of incremental value to the markets.
- Oversee the detailed design execution of Omne features for all markets, ensuring quality, control, and alignment with overall standards.
- Drive adoption of the Omne design system within markets as the platform of choice, clearly communicating how design decisions deliver customer and business value linked to strategic KPIs.
- Contribute to and help define the platform roadmap and delivery timelines, providing input to align with target business objectives.
- Serve as a key facilitator within cross-functional/market teams, making tactical, user-driven decisions and helping to resolve sticking points that impede program delivery for insurance activation.
- Partner with market UX heads to foster synergy between Group and Market, enabling an inter-connected experience for Omne users.
- Build consensus, trust, influence diverse groups of stakeholders, including senior executives.
- Manage structured feedback-loop and design thinking cycles for platform maintenance and growth, ensuring design enhancements are prioritized and aligned with best practices.
- Foster and promote a culture of user focus and continuous delivery of value aligned with FWD's overall brand vision.
QUALIFICATIONS / EXPERIENCE - University degree in UX/UI design, Graphic, Interaction, Web, Multimedia Design, or a related field.
- Minimum 10+ years' experience in multi-national environments, with at least 5+ years in a management or senior IC role with regional influence.
- Proven experience in Financial Services, InsurTech, or eCommerce is highly preferred.
- Proven experience in managing and developing people/teams and contributing to transformative change initiatives.
- Extensive hands-on knowledge in designing complex mobile app solutions for complete digital environments.
- Strong understanding of user-first and UX principles and experience applying them to drive positive user experience outcomes.
- Proven ability to demonstrate and articulate how design solutions solve customer and business problems.
- Excellent communication skills with the ability to articulate clear and concise messages to various stakeholders.
- Experience working in a dynamic environment with the ability to adapt and contribute to business and mindset change across cultures.
- Proven experience in collaborating with and influencing markets to adopt strategies aligned to strategic outcomes.
- Strong collaborator with the ability to build consensus and influence diverse groups of stakeholders, including senior executives.
- Demonstrated ability to prioritize effectively in a changing environment, escalating issues as necessary.
- Strong analytical and critical thinking skills.
- Working knowledge of different market insurance regulations, standards, and protocols.
- Strong relationship and stakeholder management skills, with the ability to build trust with senior and functional leadership across Group and markets.
- Fundamental understanding of typography, iconography and composition
- Expert knowledge of Design software (Figma, Sketch, Adobe CC, InVision, or similar)
KNOWLEDGE & TECHNICAL SKILLS - Practiced and skilled understanding of the current and emerging design frameworks and systems and how they are applied to digital application design processes and asset(s) creation
- Ability to conduct and process Design Thinking processes and activities in context of supporting a platform design problem set
- Skilled in partner engagement for ideation and problem-solving facilitation with stakeholders.
- Knowledge to manage all design tasks related to a platform project (research, wireframes, usability, prototyping, testing, mock-ups and preparing and communicating assets)
- Familiar with Agile work environment as a UX/UI product platform designer
- High capacity to understand new problem concepts related to financial services, analyze and solve problems within design context.