Director, Experience Design

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

JOB DESCRIPTION

Manulife Investment Management is the global brand for the global wealth and asset management (GWAM) 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, including the US, Canada, Europe and 11 markets in Asia.
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. We’re also changing the way we work: foundational to our success is fostering a culture that is inclusive, impactful, and makes our company a compelling place for dedicated people to join and build their careers.
You will play a key role in helping drive this exciting transformation!

• 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.