Director, Experience Design
FWD InsuranceHong Kong - Taikoo Shing (Group Office)
Posted August 25, 2025
Full Time
About the Company
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and digitally 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.
Job Description
Lead the experience of Omne by FWD app to provide market leading customer experiences, driving activation of key lifestyle and insurance services for large-scale, successful transformation across FWD markets and the creation of customer and business value to achieve sustainable business growth.
Requirements
- University degree in Graphic, Interaction, Web, Multimedia Design or related equivalent with design experience working on mobile applications.
- Minimum 15+ years’ experience in in multi-national environments and at regional or global leadership capacity.
- At least 10+ years’ experience in a senior management regional or global role in Financial Services or eCommerce.
- Proven experience in leading, developing and managing people/teams and driving transformative change.
- Broad and comprehensive knowledge in designing complex mobile app solutions for complete digital environments.
- Strong understanding of customer-first and CX principles and application of these to drive exceptional customer experience outcomes.
- Proven experience in demonstrating how product/solution can solve customer and business problems, and create sustainable value
- Excellent verbal and non-verbal communication skills with strong ability to articulate a clear and concise message / story.
- Experience working in a dynamic and evolving business environment with demonstrated ability to transform and drive business and mindset change for a large set up across different cultures.
- Proven experience in leading, influencing, motivating and guiding markets to formulate management strategies aligned to strategic outcomes and company vision and monitoring of these.
- Strong collaborator and ability to influence diverse groups of senior executives that have expertise in different domains and at times conflicting agendas.
- Demonstrated proficiency to work and adapt in a changing environment to recognise priority issues, escalating and resolving quickly where relevant.
- Strong analytical, strategic and critical thinking skills.
- Detailed knowledge and understanding of different market insurance regulations, standards and protocols.
- Strong relationship and stakeholder management skills and ability to motivate and earn trust across senior and functional leadership in Group and across markets
