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Director, Experience Design Lead

2 months ago

Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time
About the Role

We are seeking a seasoned Experience Design Director to lead our Human-Centered Design practice and drive business results through innovative design solutions. As a key member of our leadership team, you will be responsible for championing a human-centric approach throughout the organization, advocating for empathy, research, and testing in the design process.

Key Responsibilities
  • Lead a team of designers, strategists, and researchers to deliver seamless and delightful end-to-end experiences across products and services, aligning with 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.
Requirements
  • 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 in an agile environment, excelling 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.
What We Offer
  • A competitive salary and benefits package.
  • 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.