Director, Experience Design Lead

4 weeks ago

Toronto, Ontario, Canada Manulife Full time
Job Title: Director, Experience Design

Manulife Investment Management is seeking a highly skilled Director, Experience Design to join our team. As a key member of our organization, you will play a critical role in shaping the future of our company and driving business results through innovative design solutions.

About the Role

We are looking for a seasoned experience design leader who can champion a human-centric approach throughout our organization. You will lead a team of designers, strategists, and researchers to ensure seamless and delightful end-to-end experiences across products and services, delivering on our CX strategy and business objectives.

Key Responsibilities
  • Define and drive the overall design strategy, vision, and journeys, ensuring alignment with business objectives and customer needs.
  • Lead interviews, co-creation workshops with business partners, and develop critical design artifacts to document, communicate, and monitor the experience over time.
  • 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.
  • 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.
  • Leverage key customer, advisor, and partner challenges, unmet needs, and opportunities across various journeys to inform customer experience improvements and drive recommendations.
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; excel in iteration, collaboration, and adaptability.
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 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.

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