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About the Role

As an Experience Designer on the CX Team, you will play a key role in helping make John Hancock the #1 choice for distributors and customers. You'll work alongside other designers, CX researchers, product owners, copywriters, graphic designers, strategists, and web developers to turn insights into meaningful action. Your work will help create and improve digital experiences that drive engagement, loyalty, and deliver shared value. You will work cross-functionally to design experiences that drive engagement, loyalty, and deliver shared value: helping people live longer, healthier, better lives while driving business results. Your work will create a better experience for our customers, distributors, and prospects. Our distributors (producers and intermediaries) sell our life insurance products to customers. These improvements will help distributors manage their clients, their business with us and learn more about our products and services we offer.

Responsibilities

Contribute to translating complex front- and backstage processes into blueprint service designs, vendor integration flows, and other artifacts, partnering with senior designers to align stakeholders and drive best-in-class digital experiences
Collaborate with Product Owners, Engineering, Marketing and other key partners to balance product and user needs
Facilitate design thinking workshops and stakeholder reviews to develop and refine ideas/solutions
Plan and support user testing/validation, synthesizing insights and sharing recommendations with the team
Clearly articulate design processes, ideas, and solutions to internal partners, bringing them along in the solution creation process
Be a storyteller – A critical element of all design roles is to deliver insights about people and behavior – verbally and visually. Help shape compelling narratives about user insights in a way that generates empathy, emotion, and engagement
Use our design system to create best in class, responsive UI – delivering wireframes, prototypes, and detailed specifications for user interactions across web properties and touchpoints
Apply current and emerging UI best practices and digital standards in all design deliverables, pushing us from good to great
Participate in QA throughout development to ensure the experience delivered to customers meets expectations
Dedicate time to learning about our products and market to identify product and business model opportunities, and keep customers at the forefront of every decision

Requirements

2-5 years of dedicated UX design experience designing complex solutions for digital environments including experience with information architecture
Bachelor's degree in design, psychology, or relevant field
An online portfolio containing digital work and case studies describing your process
High competence with some of or all the following design tools: Figma, Adobe AEM, Adobe Creative Cloud
A strategic perspective on design, by launching MVP designs while also contributing to long-term roadmaps for digital environments
Solid communication and presentation skills, with the ability to share work with peers and senior leaders
Ability to clearly and effectively articulate design processes, ideas, and solutions to internal partners and business partners
Ability to work independently on defined problems, seeking support from senior designers and your manager as needed
A deep understanding of and passion for championing the importance of human centered design
Openness to receiving feedback and constructive criticism
Basic understanding of how HTML, CSS, JavaScript, and other front end technologies work with design
Positive and flexible mindset, especially when navigating ambiguity and change
Experience in financial services and / or highly regulated industries is a plus

Skills

Figma
Adobe AEM
Adobe Creative Cloud
Information Architecture
UX design
Human Centered Design
HTML
CSS
JavaScript

Location

Boston, Massachusetts

Work Type

Hybrid

Experience Level

2-5 years

Education Level

Bachelor's degree in design, psychology, or relevant field

Salary/Compensations

$73,350 - $122,250 USD

Benefits

Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans
Retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
Up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year
Full range of statutory leaves of absence

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
Our ambition is to be the most digital, customer-centric global company in our industry.
We're Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future.
Recent awards include: 2024 Gallup Exceptional Workplace Award Winner, Manulife Named one of Forbes World’s Best Employers 2023, Best Companies to Work for in Asia 2023, Recognized as one of Canada’s Top 100 Employers (2024), Manulife included in Bloomberg’s 2023 Gender-Equality Index.

Equal Opportunity

Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals.
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.
It is our priority to remove barriers to provide equal access to employment.
A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies.
To request a reasonable accommodation in the application process, contact hr@manulife.com.