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Director, Experience Design Lead
2 months ago
We are seeking an experienced Director, Experience Design to lead our Human-Centered Design practice and drive the creation of best-in-class solutions. As a key member of our leadership team, you will inspire change and mature the capability of design in our organization.
Key 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 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 artifacts (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.
- A degree in design, business, or a 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 streams 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.
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.
We are committed to fostering an inclusive workplace where everyone thrives. We invite you to help redefine the future of financial services and join our team of dedicated professionals who are passionate about making a difference.
