Senior Experience Strategist - Human Centered Design (HCD)
We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.
As an Experience Strategist you likely come from a Product, Design or Analytics background and, wherever you started, at some point along the way you realized all three of these were integral to each other and you were already becoming that bridge that is Customer Experience Strategy.
At John Hancock, the Experience Strategist’s primary focus is the intersection between Human Centered Design (HCD) and our customers’ experience, the technology vision that enables that experience, the business needs that drive our partners. Most importantly you shape and own a toolkit to articulate a strategic vision informed by data and insights, and to measure the impacts of tactical implementations.
You partner with multiple Product teams within the framework of our design process (Align, Discover, Define, Design, Deliver, Measure). As a team works to frame a problem, you look to both qualitative and quantitative inputs from the business, customer research team, operational, and customer data. You validate hypotheses and identify opportunities for enhancements or pivots. With HCD, Technology and Product at your sides, you work on solution prioritization and contribute to iterative roadmaps. As you go, you always work to align user experience research insights and design with business goals and strategy.
Understand and contribute to the overall strategy of our digital experiences and omnichannel communications and our business using a variety of tools and frameworks. You know how and when to use our shared design and road mapping tools and be ready to bring experience with other methodologies to the table.
You have experience with:
Experience with operational and behavioral data and analytics
Experience defining, tracking and measuring experience metrics
Developing return on investment for CX / UX models
Design, Product owner and Engineering partnerships
Partnership and relationship management with diverse stakeholder groups
Working cross-functionally with an internal team and external vendors
HCD tools and resources for facilitation, collaboration and analysis
Content strategy and design strategy
Developing return on investment for UX models
Building business case models
Thinking about different customer audience types, from B2B to B2C to B2B2C
As our organization’s approach to Digital Customer Leadership and excellence matures, you will help support and refine a variety of processes and approaches. You will listen, respond, test and learn.
Work with Lead Strategists, VSOs (Value Stream Owners) and POs (Product Owners) on defining end-to-end visions, leading and aligning design teams on the supporting experiences
Partner with Lead Strategists and Product Owners to ensure HCD is actively supporting the epic and story process, from intake to story-writing to setting design sprint objectives
Partner with POs on measurement strategy and framework, and collaborating with our cross-functional team(s) to ensure we understand experience impact
Partner with cross-value stream HCD design and CX research on journey mapping models that inform or align with the end-to-end strategy
Create and execute a roadmap for how data will measure inform customer behavior and designs by:
Partnering with Voice of the Customer (VoC) team on how NPS and User Testing results should be leveraged
Partnering with Advanced Analytics to establish initial standard web metrics along with identifying other data sources, standardize how these will be utilized
Partnering with Performance Marketing to determine how we measure the impact of experiences and the adoption and use of digitally measured service intents
Partnering with Performance Marketing and Strategy & Transformation on how we measure success of UX within OKRs
Establish tagging that would support reporting and tools like impact traceability
Partner with our VoC team on persona development
Partner with our Business Intelligence (BI) team on customer segmentation foundations and opportunities
Work to identify where within the customer experience that data becomes information that inspires opportunity (Growth, Self-Service, Behavioral change)
Desired qualifications for this position include:
5+ years of dedicated UX strategy, design or product ownership experience with complex solutions in digital or omni-channel environments
Understanding of human-centered design methods and techniques
Ability to gracefully handle multiple projects in a time sensitive environment
Capable of working as part of a multi-disciplinary team
Experience managing multiple stakeholders with various points of view
A level of comfort with ambiguity and the ability to ask questions
Experience in regulated industries (Financial, Health, etc.) is preferred but not required
Self-motivated, collaborative, organized
Highly competent with some of or all the following tools: Figma, Adobe Creative Cloud, Mural, usertesting.com, userzoom, Google Analytics, Adobe Analytics, Decibel, Medallia, Qualtrics
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.
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
Salary & Benefits
The annual base salary for this role is listed below.
Primary LocationBoston, Massachusetts
Salary range is expected to be between$99,470.00 USD - $184,730.00 USD
If you are applying for this role outside of the primary location, please contact firstname.lastname@example.org 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/John Hancock 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/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes 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, and we offer the full range of statutory leaves of absence.