Mass Fintech Careers

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Experience Designer

John Hancock

John Hancock

Boston, MA, USA
Posted on Monday, January 8, 2024

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.

Working Arrangement


Job Description

Are you excited about designing best in class digital experiences? Collaborating with business, product research and analytics to deliver customer centered solutions? Our growing Human Centered Design team is looking for a highly motivated, collaborative designer who is strategically driven and leans in to change.

We are seeking designers who have embraced Lean UX, Agile methodologies, and can speak convincingly about the value and challenges of human centered design. We expect you to possess and demonstrate strong design skills and a passion for pushing good to great. You will be championing the best interests of our customers and help support our business outcomes. You will conduct research, facilitate workshops, prototype, and test your designs, and plan for iterative design releases. We will want you to have an understanding and appreciation of usability concerns, best practices, and the intertwined nature of design and implementation.

What motivates you?

  • An unwavering curiosity to ask why

  • Design brings you happiness

  • You obsess about customers, listen, engage, and act for their benefit

  • You think big

  • You thrive in teams, and enjoy getting things done together

  • You take ownership and build solutions, focusing on what matters

  • You do what is right, work with integrity, and speak up

  • You share your humanity, helping us build a diverse and inclusive work environment for everyone

You will play a key role in:

  • Collaborating with customers, business stakeholders, and engineering teams across multiple business units to discover new opportunities and explore customer needs

  • Developing a complete understanding of customer needs and wants, identifying product and business model opportunities, and keeping customers at the forefront of every decision

  • Collaborating with other design teams within the organization to establish a community, share knowledge, and cross-pollinate ideas

  • Embracing and employing both current and emerging UI best practices and digital standards in all design deliverables

Job Duties:

  • Develop interactive and visual designs including creating concepts, annotated wireframes, annotations and UX flows; creating complex storyboard interactions and working digital prototypes accounting for use cases and multiple flows; and finding and filling gaps in existing design system;

  • Create low to high fidelity web and mobile interactive prototypes and design documentation including redlines, use case/scenario explanations and component states to provide guidance on HTML, CSS and JavaScript behaviors to front-end and Salesforce developers using Figma;

  • Utilize Salesforce to conduct design quality assurance in lower development regions (INSSIT, INSDEV, QA) before product launches to ensure digital experiences are ADA compliant and accurately reflect brand identity on digital properties;

  • Conduct qualitative and quantitative customer experience analytics and user research including performing moderated interviews, designing and fielding moderated and unmoderated interactive user testing, competitive audits, market landscape audits, pain point analysis, and information architecture research to deliver customer centered solutions;

  • Use human-centered design methods and techniques to design digital experiences across multiple platforms and prototype workflows from beginning to end;

  • Perform design research and customer experience analysis including competitive audits, market landscape audits, customer feedback, and pain point analysis (qualitative and quantitative) to make data-driven design decisions and plan iterative design releases using customer experience management tools such as Medallia and Decibel;

  • Collaborate with developers to develop and implement strategic web design solutions to organize content for user comprehension, conversion and satisfaction within technology constrains for best-in-class digital experiences using design fundamentals and knowledge of user needs and content types to translate information architecture and requirements;

  • Create complex webpage designs with component library, set styles, margins, padding, and various design elements using Content Management System (CMS), Adobe Experience Manager (AEM) and Figma;

  • Utilize current and emerging UI best practices, digital standards, Web Content Accessibility Guidelines (WCAG), design systems and system requirements knowledge to create web and mobile experiences for customers accessing online portals from desktop, tablet, and mobile devices; and

  • Create customer journey maps and service blueprints to analyze how all aspects of experiences integrate with and impact each other in context of larger service and organizational ecosystem.

This is a Hybrid role with two designated mandatory days in office each week.

Employee will be eligible to work from home within commuting distance of worksite the other days.

Minimum Requirements:

Master’s degree or foreign equivalent in Information, Information Science, User Experience Design, or related field and 1 year of experience in an experience design role.

Experience must include:

  • 1 year of UX design experience in a complex authenticated digital environment;

  • 1 year of Agile Squad experience;

  • 1 year of experience with customer journey mapping using customer segmentation profiles and personas to drive varying action paths based on needs;

  • 1 year of experience creating annotated wireframes, user flow storyboards and functional prototypes supporting complex human-computer interactions across all form factors using Responsive Web Design (RWD);

  • 1 year of experience conducting Creative Quality Assurance throughout multiple development regions;

  • 1 year of experience using web accessibility design standards and implementation approaches;

  • 1 year of experience presenting design solutions to diverse cross-functional audiences including stakeholders and Agile Squad; and

  • 1 year of experience conducting quantitative and qualitative customer research on human-computer interactions.



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 Location

Boston, Massachusetts

Salary range is expected to be between

$85,750.00 USD - $159,250.00 USD

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/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.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify I Pay Transparency

Company: John Hancock Life Insurance Company (U.S.A.)