Director, User Experience
Toronto, ON
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description

We are working hard to not only change ourselves, but to reshape our industry.

Manulife is a leading international financial services group driven by the mission of making decisions easier and lives better. We are hard at work to transform our organization into a digital, customer-centric market 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, high-performing, and makes our company a compelling place for talented people to join and build their careers.

You will be helping to drive this exciting transformation. As the leader of the growing User Experience team, you will be actively building and maturing the practice while striving to deliver best-in-class solutions. You believe that the discipline of UX can be used not only to improve the experiences of our customers, but also drive tangible business results in adoption, growth, revenue and retention.

You’re a tireless advocate for UX. The ideal Director will be an expert in the field, having delivered impressive work in areas such as information architecture, visual design and/or user research & testing. You’ll know that success means meeting the full spectrum of challenges for both external customers and internal stakeholders; you’re capable of managing multiple tracks of UX work on a large portfolio; and you can ensure all projects meet high standards of excellence while dealing with the practical realities of an ever-changing digital landscape and business complexities.

Your work will be varied. You’ll develop and execute the strategy for UX across multiple channels. You’ll lead a large, talented and diverse team as they work on user research and design activities. With your strong team leadership qualities, you’ll provide vision and mentorship, you’ll be recruiting & developing exceptional talent, and you’ll have a plan for evolving the team and processes as we scale and take on new challenges. You’ll be interacting with senior stakeholders, presenting to executives and in townhalls - and as an active participant in the industry you’ll be evangelizing the story of UX at Manulife outside the company.

Can you do this? Come and join the winning team at Manulife, where you’ll be expected to lead, inspire, create superb work and help deliver on our bold mission.

You’ll also be:
Managing and evolving the Canadian Design System

Determining UX success metrics & KPIs, in collaboration with clients and analytics

Scoping, estimating and planning the delivery of UX activities, in both agile and waterfall methodologies

Designing and facilitating workshops with senior-level internal clients

You’ll need to have:
Experience and expertise in leading medium to large-sized teams, working on complex software, transactional or ecommerce websites
Proven ability as a strategic thinker
Deep experience in UX/UI design for responsive web and native apps
Excellent understanding of (and experience creating interfaces complying to) accessibility standards, specifically AODA/WCAG
Unfailing optimism coupled with steady pragmatism
The ability to travel. The team is located in Toronto, Montreal and Kitchener/Waterloo; some travel to each location is desired

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2018, we had more than 34,000 employees, over 82,000 agents, and thousands of distribution partners, serving almost 28 million customers. As of December 31, 2018, we had over $1.1 trillion (US$794 billion) in assets under management and administration, and in the previous 12 months we made $29.0 billion in payments to our customers.

Our principal operations in Asia, Canada and the United States are where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.

Manulife is committed to supporting a culture of diversity and accessibility across the organization. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.