Are you ready to elevate digital experiences and make decisions easier and lives better for Canadians?  As part of the CX Service Design and Transformation Team and the larger CX Canada Team, you will play an essential role in improving customer experiences for Manulife Canada businesses (Bank or Individual Insurance). Working closely with talented researchers and business colleagues, you will deliver impactful service design solutions, leveraging your expertise in journey mapping and service blueprinting to navigate complex, regulated environments and drive customer-centric outcomes.

Committed to becoming a digital-first organization, Manulife is focused on leading the industry in digital customer experiences. You will help foster customer-centric change across our Canadian businesses, collaborating with the Product Design Team to shape future opportunities, and supporting the team's evolution and adoption of AI. Your work will be integral to developing the Service Design craft, co-creating a Journey Management practice, and establishing a methodology that translates insights into measurable results, making decisions easier and lives better for Canadians.

This is a highly collaborative role which requires excellence in both what and how you deliver work. The successful candidate will be confident in their strong craft and a fair and flexible partner in a complex business environment. The role demands not only resilience when tackling hard challenges with others, but also enthusiasm and joy in getting things done together.

Position Responsibilities:

• Lead service design initiatives, focusing on multi-level journeys for one of our Canadian businesses (bank or individual insurance).

• Co-create and maintain robust journey maps and service blueprints to inform business decisions and drive the prioritization and road mapping of new solutions.

• Collaborate with cross-functional teams—including researchers, business colleagues, and other CX professionals—to uncover insights and co-create solutions.

• Advocate for customer needs while balancing business, regulatory, and operational requirements.

• Conduct service design workshops and facilitate business case development sessions to foster customer obsession and alignment and drive positive change.

• Communicate findings, recommendations, and design concepts clearly to stakeholders at all levels.

• Ensure that service design outputs are actionable and measurable, supporting business goals and compliance standards.

Required Qualifications:

• Bachelor’s Degree in Service Design, Human-Centred Design, Business, or a related field.

• Minimum 6 years’ experience in service design roles within financial services, complex organizations, or regulated businesses.

• Very strong facilitation skills and experience leading workshops and interactive sessions.

• Strong qualitative research and journeys experience in both B2C and B2B contexts.

• Demonstrated fluency in journey mapping and service blueprinting methodologies and a portfolio of your work where you were a lead and/or a key team member.

• Excellent design research skills including exploratory, generative, and evaluative methodologies.

• Proven experience working within financial institutions, complex environments, or regulated industries.

• Strong track record of collaborating with multidisciplinary design, research, and business teams.

• Experience working closely and collaborating with research teams and integrating both quant and qual research into journey maps.

• Exceptional communication and stakeholder management skills, with a proven record of influencing decisions and driving change.

• Ability to operate effectively as an individual contributor while thriving in a collaborative squad-based structure.

• Proven strong storytelling and data visualization skills.

• Comfort using research platforms and survey/analytics tools for mixed methods‑ insight generation.

• Experience using AI in your own practice and curiosity/ enthusiasm for learning and growing in this area of your own practice.

Preferred Qualifications:

• Experience building business cases and DVF (desirability, viability, feasibility) analyses for and with business colleagues.

• Knowledge of and/or experience working in insurance and/or banking.

• UX or Product Design Experience or proven experience working alongside product designers is an asset.

• Experience in Futures and Foresight practice is an asset.

• Growth design capabilities and/or experience.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid 

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including 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. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.