The Concept Designer is part of the Experience Design team, which is responsible for improving the end-to-end customer experience and distributor experience.

The team’s role is to identify, prioritize, and guide the implementation of customer experience solutions through customer journey development and human-centered design (HCD) principles, while aligning to the customer experience vision and strategy.

The team visualises the needs, expectations of customers/agents, as well as the objectives and impact of business, to improve end of end customer journey. This includes engage/pre-sale, buy, service, claims, and salesforce management journey. They work to inform experience solutions with cross functional stakeholders from Customer, Distribution and Operations.

The Concept Designer role is accountable for translating abstract service blueprints and journeys into tangible, visual experiences for fast and confident decision-making.​ It is the visual bridge between the...