Service Designer

Manulife is a leading international financial services group serving over 33 million customers across the globe. We are hard at work to transform our organization into a digital, customer-centric market leader - evolving our customer interactions into innovative, elegant, and highly functional digital experiences delivering high value.

Our mission is to simplify financial services by making decisions easier and lives better.

Our Human Centred Design (HCD) Team is looking for an experienced Service Designer. As a Service Designer you’ll get to be part of the HCD Canada Team, where you’ll work closely with a small, tight-knit group of Researchers, Strategists, Product Designers and Content Designers. We’re big on collaboration, open communication and getting things done right. We’re looking to build and grow alongside talented, ambitious people who are driven to create a positive impact on the lives of Canadians.

In this role, you will leverage your service design capabilities to create and improve customer journeys, systems, and ecosystems for our Bank and Insurance businesses. You will collaborate closely with stakeholders and product design teams to ensure a seamless, high-quality experience for our users across Canada and will be part of a dynamic multi-capability team leading this practice across the company.

You’ll be:

• A part of the broader Human Centered Design team, working with your fellow designers, researchers and strategists to advance a customer-centric, cross-channel vision that solves our customers’ problems and enables trust and satisfaction
• Conducting research with users, distilling the data and communicating insights
• Facilitating service design and strategy conversations and articulating the rationale for design decisions/strategic recommendations
• Playing a role in determining service design metrics and CX metrics
• Using a full range of service design tools and methodologies to drive projects from concept to completion.
• Creating detailed customer journey maps and service blueprints based on solid user and internal research to identify pain points and opportunities for enhancement.
• Developing comprehensive maps of systems and ecosystems to understand and improve service interactions
• Working effectively with stakeholders across different levels of the organization to gather insights and build consensus.
• Applying visual design principles to create clear, compelling deliverables and presentations that engage a diverse group of stakeholders in the current state user experience, their jobs to be done, and in desirable future states
• Working with Product Owners and other business stakeholders
• Playing a key role in building and promoting best practices for creating strong customer journeys within our Canada segment. Nurturing craft and culture of this part of our team.
• Partnering with product design teams to integrate service design insights and ensure cohesive end-to-end experiences.
• Creating compelling presentations and stories for a diverse set of stakeholders

You have:

• 3-5 years of experience in service design or related field with a focus on design discovery
• Bachelor or Masters degree in Service Design, Design, Innovation or similar; or equivalent experience
• Proven ability to map customer journeys, systems, and ecosystems effectively
• Strong visual design skills and proficiency with mapping and design tools such as Usertesting.com, Mural, and Figma.
• Excellent user research skills including generative and exploratory methods
• Demonstrated ability to work collaboratively with stakeholders and cross-functional teams.
• Experience working in collaboration with product design teams to deliver integrated solutions.
• Familiarity with futures and foresight methodologies is highly valued for this role
• Experience and comfort working in sometimes ambiguous spaces with complex systems that require patience and resolve
• Excellent communication and presentation skills.

Candidates selected for an interview will be asked to share a portfolio of relevant work.

Notes: Stakeholders and teammates are located in both the Waterloo and Toronto offices. Successful candidate must be open to occasionally travelling when needed between those offices to engage with stakeholders. Occasional global meetings (before and after hours) to connect with Service Design team in Asia will also be required. This is a hybrid role, requiring the successful candidate to be in office a minimum of 3 days a week, regularly Tuesday, Wednesday, and Thursday.

#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.

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.