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About the role
- Senior Service Designer improving customer experiences at Manulife. Collaborating with cross-functional teams to deliver impactful service design solutions.
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
Requirements
- Bachelor’s Degree in Service Design, Human-Centred Design, Business, or 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
Benefits
- health insurance
- dental benefits
- mental health benefits
- vision insurance
- short- and long-term disability insurance
- life and AD&D insurance coverage
- adoption/surrogacy benefits
- wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada
Job title
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