Director, Experience Design

4 weeks ago

Toronto, Ontario, Canada Manulife Full time
Job Description

Manulife Investment Management is a global brand for the global wealth and asset management segment of Manulife Financial Corporation. We draw on more than a century of financial stewardship and the full resources of our parent company to serve individuals, institutions, and retirement plan members worldwide.

We are working hard to not only change ourselves, but to reshape our industry. Our Mission is to make decisions easier and our customers' lives better. We are hard at work transforming our organization into a Digital Customer Leader – evolving our customer interactions into innovative, immersive, and highly functional digital experiences delivering high value.

You will play a key role in helping drive this exciting transformation. As a leader in our Human-Centered Design practice, you will be responsible for building and maturing our design capabilities while leading a global team delivering best-in-class solutions.

The Opportunity

You will be helping to build and mature the Human-Centered Design practice while leading a global team delivering best-in-class solutions. You believe that the discipline of design can be used not only to improve the experiences of our customers, clients, advisors and sales partners, but also to drive tangible business results in adoption, growth, revenue and retention.

As an advocate for Human-Centered Design and UX, you inspire 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 collaborators; you're capable of leading 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 a constantly evolving digital landscape and business complexities.

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.
What We Offer
  • A competitive salary and benefits packages.
  • 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 Manulife

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 fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

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