Digital Experience Strategist, Innovation Leader

1 week ago

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

We are seeking a seasoned Digital Experience Strategist and Innovation Leader to join our team at Company 1 - The Manufacturers Life Insurance Company. As a key member of our organization, you will play a vital role in shaping the future of digital experiences for our customers.

About Us

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).

Salary and Benefits

The annual base salary for this role is between $103,050.00 CAD - $185,490.00 CAD, with opportunities for incentive compensation tied to business and individual performance. Additionally, eligible employees receive 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.

Job 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.
Requirements and Qualifications
  • 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 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.
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.
  • Diversity, Equity, and Inclusion – We foster an inclusive workplace where everyone thrives.
  • Corporate Citizenship – We build a business that benefits all stakeholders and has a positive social and environmental impact.

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