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Director, Experience Design
3 months ago
Director, Experience Design page is loaded
Director, Experience Design Apply locations Toronto, Ontario time type Full time posted on Posted 2 Days Ago job requisition id JRWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
Working Arrangement
HybridJob Description
Manulife Investment Management is the global brand for the global wealth and asset management (GWAM) segment of Manulife Financial Corporation. We draw on more than a century of financial stewardship and the full resources of our parent company to serve individuals, institutions, and retirement plan members worldwide, including the US, Canada, Europe and 11 markets in Asia.
We are working hard to not only change ourselves, but to reshape our industry. Our Mission is to make decisions easier and our customers' lives better. We are hard at work transforming our organization into a Digital Customer Leader – evolving our customer interactions into innovative, immersive, and highly functional digital experiences delivering high value. We're also changing the way we work: foundational to our success is fostering a culture that is inclusive, impactful, and makes our company a compelling place for dedicated people to join and build their careers.
You will play a key role in helping drive this exciting transformation
The Opportunity
You will be helping to build and mature the Human-Centered Design practice while leading a global team delivering best-in-class solutions. You believe that the discipline of design can be used not only to improve the experiences of our customers, clients, advisors and sales partners, but also to drive tangible business results in adoption, growth, revenue and retention.
As an advocate for Human-Centered Design and UX, you inspire change and mature the capability of design in large matrixed organizations. You'll know that success means meeting the full spectrum of challenges for both external customers and internal collaborators; you're capable of leading multiple tracks of work on a large portfolio; and you can ensure all projects meet high standards of excellence while dealing with the practical realities of a constantly evolving digital landscape and business complexities.
How will you create Impact
You'll be part of the leadership team leading designers and experience strategists who carry projects through from early-stage discovery and research to execution, ensuring that the customer is at the heart of all business decisions we make.
Reporting to the AVP, Experience Design, this is a critical role that balances strategy and execution
Responsibilities
- Champion a human-centric approach throughout the organization, advocating for the importance of empathy, research, and testing in the design process.
- Lead a team of designers, strategists and/or researchers to ensure a seamless and delightful end-to-end experience across products and services, delivering on our CX strategy and business objectives.
- Define and drive the overall design strategy, vision and journeys, ensuring alignment with business objectives and customer needs.
- Leverage key customer, advisor and partner challenges, unmet needs and opportunities across various journeys to inform customer experience improvements and drive recommendations
- Oversee the end-to-end design process, from concept development and prototyping to implementation and iteration, ensuring high-quality deliverables that meet usability, accessibility, and performance standards.
- Collaborate with marketing, product, technology, and other team members to translate business requirements and user insights into innovative design solutions that delight our customers and drive business results.
- Lead interviews, co-creation workshops with business partners and develop critical design artefacts (insight reports, journey maps, blueprints, personas, prototypes etc.) to document, communicate and monitor the experience over time.
- Leverage and maintain design systems, tools, guidelines to promote consistency, efficiency, and scalability.
- Stay informed about industry trends, emerging technologies in digital experience design, and leverage this knowledge to drive continuous innovation and improvement.
What are we looking for
- A degree in design, business or related field, or equivalent work experience.
- Deep experience with user-centered research, design methods and techniques (Human-Centered Design).
- Experience delivering successful digital products and services in a financial services or similar industry.
- Outstanding skills in research, analysis, communication and facilitation.
- Experience leading a team of seasoned professionals (including without direct reporting relationships) in an agile environment; excel in iteration, collaboration, and adaptability
- An ability to lead and prioritize multiple work steams in a time sensitive environment.
- Proficiency with user research, particularly with a lean approach.
- Experience working and designing across channels in a complex industry.
- Experience working with technical partners to understand constraints and enablers.
- Proficient in Figma, Mural, and/or other design, research, and collaborative tools.
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture
We lead with our Values every day and bring them to life together. - Boundless opportunity
We create opportunities to learn and grow at every stage of your career. - Continuous innovation
We invite you to help redefine the future of financial services. - Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives. - Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.
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 .
Salary & Benefits
The annual base salary for this role is listed below.
Primary Location
Toronto, OntarioSalary range is expected to be between
$103,050.00 CAD - $185,490.00 CADIf you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.
Similar Jobs (1) Director, GFT Change Management locations Toronto, Ontario time type Full time posted on Posted 16 Days AgoWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive.
We offer work that challenges and makes a difference within a flexible and supportive environment, so you can help make decisions easier and lives better for our customers.
We're proud of our accomplishments and recognitions. Recent awards include:
- Best Place to Work in Asia-Pacific 2022
- Best Place to Work for LGBTQ Equality 2022
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Discover how you can grow your career, make impact and drive real change with our Winning Team today at .
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