Global Head of Human Centered Design, Manulife

3 weeks ago

Toronto, Canada Manulife Full time

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**Global Head, Human Centered Design**

Manulife is a leading international financial services provider driven by the mission of making decisions easier and lives better. We are hard at work transforming our organization into a digital, customer-centric market 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, high-performing, and makes our company a compelling place for talented people to join and build their careers.

Manulife is on a journey to become Customer Obsessed, putting the customer at the heart of everything we do. You will be helping to drive this exciting transformation. You will be actively building and maturing the Human-Centered Design practice while leading teams delivering best-in-class solutions. You believe that the discipline of design can be used not only to improve the experiences of our customers, but also to drive tangible business results in adoption, growth, revenue and retention.

You’re a tireless advocate for Human-Centered Design and UX. You’re viewed as a thought leader who can drive 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 stakeholders; you’re capable of managing 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 an ever-changing digital landscape and business complexities.

Your work will be varied. You’ll lead a team of designers and researchers who are responsible for carrying projects through from research to execution. You’ll be seen as leading the way in ensuring that the customer is at the heart of all business decisions we make.

With your strong team leadership qualities, you’ll provide vision and mentorship, you’ll recruit & develop exceptional talent, and you’ll have a plan for evolving the team and processes as we scale and take on new challenges.

Reporting to the Global Head of Customer Experience, this is a critical role that balances strategy and execution, bringing to life the voice of customer globally across the Manulife Investment Management businesses.

**Key Accountabilities**
- Champion and evangelize the business value of HCD with senior executives, key stakeholders, and business partners.
- Articulate a compelling vision for the team and how the work it produces supports Global Wealth and Asset Management.
- Build relationships across regions, business units and teams to promote collaboration.
- Align with global HCD standards and practices and translate those for Global Wealth and Asset Management audiences
- Incorporate research and data-driven insights to inform HCD strategy.
- Ensure we are consistent in the use of our Design System to promote one brand, one voice and one entity.
- Provide full complement of services and deliverables, including, but not limited to:

- Experience research
- Design thinking facilitation
- Content strategy
- Personas & journey mapping
- Prototypes
- Visual designs
- Service blueprints
- Keep abreast of emerging HCD trends and disseminate this information across our teams and partners as effective thought leadership.
- Foster and maintain strong industry relationships.

**Core Competencies**
- **Practice Builder**: An illustrated history of success building and developing an HCD and research function in a space that aligns regional and global priorities.
- **Strategic Thinker**: Balanced approach to industry trends, market factors, and how the organization can capitalize on the information provided.
- **Innovative**: Regularly challenging how work product is delivered to offer the best possible service to the business.
- **Strengths-Based Leadership**: An advocate for the team that recognizes and highlights key differentiators and strengths.
- **New Methods**: Regularly challenges how work product is delivered to offer the best possible service to the business.

**Qualifications**
- Bachelor’s or Master’s degree in Design, Human Factors or equivalent professional experience.
- 10+ years design-related experience in an agency and/or in-house agency setting, or in a related field such as design or research consulting
- 5+ years of direct leadership experience
- Relentless curiosity and passion for creating exceptional experiences.
- Executive charisma and ability to influence

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