Digital Experience Design Director

3 weeks ago

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

About the Role

We are seeking a highly skilled Digital Experience Design Director to join our team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our Experience Design team, you will be responsible for leading the development of innovative digital experiences that meet the needs of our customers.

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.

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 (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, usertesting.com, 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.

About Company 1 - The Manufacturers Life Insurance Company

Company 1 - The Manufacturers Life Insurance Company 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

Salary & Benefits

The annual base salary for this role is listed below.

Primary Location

Toronto, Ontario

Salary range is expected to be between

$103,050.00 CAD - $185,490.00 CAD

If 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.

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