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.
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PURPOSE
Execute and deliverthe experience of the Omne by FWD app to provide market-leading customer experiences,activatingkey lifestyle and insurance services foreffectivetransformation 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 executionof design and customer journeys for the Omne by FWD app. This role involvestranslatinguser-centric design strategies into seamless, intuitive, and engaging experiences across all touchpoints to generate revenue, increase customer engagement, improve customer sentiment, andmanage resources effectivelyto achieve business objectives.
- Manage, coach, and collaborate closelywith Group and Market design and CX teams toimplementengagement features and insurance activation,playing a key role in drivingadoption of new innovative experiences.Promotenew ways of working to enable a culture of continuous improvement through a holistic, customer-centric approach.
KEY ACCOUNTAIBILITIES
- Manage and developa high-performing experience design team todelivera cohesive and uniform customer experience thatsupportsthe company's vision andcontributes tostrategic KPIs (customer engagement, sentiment, store ratings, MAU, retention) for user acquisition, engagement, and revenue growth.
- Design and developthe 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 strategyfor all markets, working to close capability gaps andtranslateunmet user needs intoactionable plansthat deliver user value and drive revenue generation.
- Manage the prioritizationof user needs through design,optimizingexperiences to achieve target outcomes andsupportingfuture strategic alignment.
- Lead, manage and guide Group and Market teams inadopting and implementingnew innovative experiences and ways of working to ensure a seamless user experience.Help definekey strategic problems anddeveloppractical solutions.
- Collaborate withhigh-performing functional teams across Digital, User Experience, Operations, Product, and Technology tointegratediverse needs into the design process, ensuring user-centric journey design.
- Maintain, evolve, and governthe 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 deliveryof new user value propositions against expected benefits,creating momentumthrough the continuous delivery of incremental value to the markets.
- Oversee the detailed design executionof Omne features for all markets, ensuring quality, control, and alignment with overall standards.
- Drive adoptionof the Omne design system within markets as the platform of choice,clearly communicatinghow design decisions deliver customer and business value linked to strategic KPIs.
- Contribute to and help definethe platform roadmap and delivery timelines,providing inputto align with target business objectives.
- Serve as a key facilitatorwithin cross-functional/market teams,making tactical, user-driven decisionsandhelping to resolvesticking points that impede program delivery for insurance activation.
- Partner withmarket UX heads tofoster synergybetween Group and Market, enabling an inter-connected experience for Omne users.
- Build consensus, trust, influence diverse groups of stakeholders, including senior executives.
- Managestructured feedback-loop and design thinking cycles for platform maintenance and growth, ensuring design enhancements are prioritized and aligned with best practices.
- Foster and promotea 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, withat least 5+ years in a management or senior IC role with regional influence.
- Proven experiencein Financial Services, InsurTech, or eCommerce is highly preferred.
- Proven experience inmanaging and developingpeople/teams andcontributing to transformative change initiatives.
- Extensive hands-on knowledgein designing complex mobile app solutions for complete digital environments.
- Strong understanding of user-first and UX principles andexperience applying themto drive positive user experience outcomes.
- Proven ability todemonstrate and articulatehow 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 toadapt and contribute to business and mindset change across cultures.
- Proven experience incollaborating with and influencingmarkets toadopt strategiesaligned to strategic outcomes.
- Strong collaborator with the ability tobuild consensus and influencediverse groups of stakeholders, including senior executives.
- Demonstrated ability toprioritize effectivelyin a changing environment, escalating issues as necessary.
- Strong analytical and critical thinking skills.
- Working knowledgeof 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.
