Associate Director / Senior Manager, Health Experience (Lead)

We're looking for a passionate lead to help shape the future of health experiences for our customers. In this role, you will design and enhance endtoend health journeys, lead customer research, support product development, and drive adoption of our health services across Hong Kong. You'll collaborate with teams across the business and with external health partners to deliver simpler, more engaging, and meaningful health experiences.

Position Responsibilities:

Health Experience Strategy & Roadmap

• Map and optimize key health journeys (onboarding, wellness and prevention, provider access, case management, and claims) to differentiate our offerings in the market.
• Act as the voice of the customer-identify pain points and propose solutions across digital and offline touchpoints.
• Build an integrated health journey roadmap aligned to business goals (growth, persistency, health outcomes, and costtoserve).
• Support the creation of user stories, journey flows, and MVP requirements.

Health Services Engagement & Performance Reporting

• Support initiatives that increase adoption and usage of health services such as healthcare provider networks, wellness programs, and care navigation.
• Conduct data analysis to track trends, measure performance, and identify improvement opportunities.
• Prepare reports and presentations to communicate key findings, insights, and business recommendations.

Project Management and Support

• Collaborate closely with Marketing, Distribution, Operations, and other teams to interpret insights and define health experience requirements.
• Support project management and the change management process for launching new products and services, including but not limited to preparing communication plans and managing stakeholders
• Undertake any ad hoc assignments and projects as required.

Required Qualifications:

• Bachelor's degree in business, marketing, healthcare, health product development related field.
• 5-10 years experience in customer experience, journey design, product development, service design, or health insurance.
• Knowledge of Hong Kong's Group or individual health insurance market is a plus.
• Ability to interpret insights from Marketing, Distribution, Operations, and service data to inform experience requirements.
• Ability to communicate complex ideas clearly and influence stakeholders.
• Experience leading cross-functional workstreams to deliver successful project outcomes.
• Comfortable with data interpretation, digital tools, and agile ways of working.
• Curious, adaptable, and passionate about improving health experiences.

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .