About the role

Lead Experience Design Strategist driving design strategy for Manulife's Wealth and Asset Management. Collaborate on multi-channel initiatives while integrating emerging technologies and ensuring customer needs are central.

Responsibilities

Lead end-to-end experience and service design strategy for new and existing digital initiatives - from discovery to implementation - ensuring customer needs remain central to product and business decisions
Bring structure to ambiguous problem spaces by translating complex insights into clear and actionable strategic direction for both near-term delivery and long-term vision
Plan and lead research and validation activities, integrating service design discovery , blueprinting, generative research, market and competitive scans, and evaluative testing to reveal gaps, uncover user needs, and de-risk decision-making
Synthesize quantitative and qualitative inputs into high-quality, actionable insights, JTBD, opportunity maps, and experience frameworks that influence prioritization and strategic direction
Partner closely with leaders in product, design, engineering, marketing, product, and sales to define a cohesive experience vision
Influence roadmaps through confident facilitation, evidence-based storytelling, clear concept narratives, and experience principles that align senior stakeholders
Evolve shared frameworks and ways of working that create consistency and raise quality across teams
Strengthen the strategic design practice by sharing best practices, coaching peers, and elevating overall craft
Integrate emerging technologies - including AI-enabled experiences- into visioning and solution definition

6+ years of experience in design strategy, UX strategy, service design, or related disciplines within financial services or within similarly complex, regulated environments
Bachelor's degree in Design, HCI, or equivalent professional experience
Portfolio demonstrating strategic process, service design depth, and shipped outcomes - ideally for digital experiences within Financial Services or similarly complex domains
Proven ability to independently define, execute, and evolve strategic frameworks from ambiguity to measurable impact
Exceptional storytelling, facilitation, and cross-functional stakeholder‑management skills
High-quality visual and conceptual communication skills (PowerPoint, Mural, Figma, etc)
Expertise in generative research, validation, and insight synthesis
Experience leveraging AI‑augmented design and research tools to accelerate insights and ideation
Demonstrated ability to lead and prioritize multiple workstreams in a time-sensitive environment

health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off (including holidays, vacation, personal, and sick days)