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Job Title :
Manager, UX Design
Job ID :
Category :
Location :
Toronto, ON CA
Job Type :
Full Time
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Job Description :

Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.


Job Summary:
As a leader in the financial industry, Manulife is evolving many of our digital experiences into innovative, immersive and highly functional products delivering high value to our clients and partners. As UX Design Manager, you will be directly involved in this exciting transformation. As part of the leadership of the growing team, you will actively contribute in building and maturing the User Experience practice within the organization. You believe that the discipline of UX can be used not only to improve the experiences of our customers, but also drive tangible business results in adoption, growth, revenue and retention.
You live, love and breathe UX. You’ll have a deep drive to create highly effective, well-crafted and beautiful digital experiences based on evidence, research, data and best practices. You will be confident and convincing in presenting your work, or that of your team, to a wide range of project members, stakeholders and senior leaders -  but also humble, collaborative and pragmatic. As a leader, the challenge of engaging and motivating a team of highly talented, enthusiastic UX practitioners is one you relish. You’re comfortable in a large organization, interacting with myriad people (both remotely and in-person). Your entrepreneurial attitude means you’re always seeking to improve yourself and those surrounding you; and you’re always among the first to pitch in get things done.
You’re highly capable of being hands-on in delivering highly effective, well-crafted and evidence-based digital experiences through sketches, user flows, wireframes, prototypes, and eventual UI/design assets as needed. You’ll be able to synthesize business requirements, research and design principles; solve problems; work within tight deadlines; and understand disparate audiences to ensure the final experiences cater to the uniqueness of the targeted individuals. You will need to identify and solve problems; simplify complicated ideas; explore different design solutions and articulate for the user in each case.
Key Accountabilities:
People Leadership Responsibilities (approximate 50%)
  • Aid in the formation of a strong, centralized UX team and contribute to building the maturity of UX within the organization by evolving our practices and processes, and assisting in recruiting exceptional talent with varying degrees of experience
  • Engages the UX team and creates opportunities for team members to help deliver large projects from vision to execution over multiple phases
  • Develop talent; s/he will be adept at identifying areas of opportunity and helping individuals reach their maximum potential
  • Coaches the team in how to deliver inspiring designs by participating in their design critiques and iterations; oversee the output from team members to ensure a consistently exceptional calibre of work
  • Contributes to the continual evolution and improvement of the team’s workflow and processes
  • Creates an inclusive culture that maximizes collaboration and innovation across user experience, visual design and strategy, the latter two areas as an influencer without direct accountability
  • Flexibly and iteratively collaborates with a variety of internal stakeholders (Project Managers, Marketing Managers, Product Owners, Developers, etc.)
Additional Daily Responsibilities (approximate 50%)
  • This is a hands-on role; the Manager will take on accountability for the UX delivery of specific projects, creating artefacts such as sketches, sitemaps, userflows, journeys, personas, wireframes and potentially finalized visual design mockups and UI assets
  • Represents the voice of our UX designers in collaboration with other teams, executives, managers, and peers
  • Evangelizes for User Experience within the company, offering insights as new developments arise within the industry
  • Collaborates with our internal Research area to solicit insights into user behaviour and feedback on designs, to develop a continual feedback loop for ongoing improvement
  • This individual will also share responsibility for maintaining / updating our User Experience Standards, ensuring these standards incorporate emerging best practices and align to Manulife’s internal Brand guidelines

Job Requirements (Education, Experience, Knowledge, Skills and Competencies):
  • 6+ years’ experience in UX roles, including hands-on as a user experience designer or similar role, with some management experience preferred
  • 3+ years of experience working on complex web projects with medium to large-sized teams
  • Strong portfolio demonstrating a high degree of UX/UI/visual design proficiency (design portfolio / work samples to be provided for reference)
  • Bachelor's and/or Master’s degree in User Experience, Design or a related field (communication arts, computer science, human-computer interaction (HCI), psychology, etc.)
  • Certification or working on certification from an industry-recognized user experience design institution desirable (NN/g, HFI)
  • Sound experience and knowledge of UX process, methods and artefact creation, including digital styleguides and annotations
  • User-focused and analytical; the ideal person for this role will have a deep understanding and appreciation of the process of identifying users’ needs, coupled with the ability to balance the pros and cons of different designs, backed by research and analytics
  • Well versed in fundamental visual and interactive design disciplines & principles and user behavioural psychology
  • Strong knowledge of modern web technologies such as HTML5, CSS3, Bootstrap, JavaScript, AngularJS, React, JQuery; ability to code in HTML/CSS/JS is a nice-to-have
  • Strong experience in UX/UI design for Mobile UI (Android & iOS) and Web
  • Experience in responsive design techniques to support multiple devices
  • Excellent understanding of (and experience creating interfaces complying to) accessibility standards, specifically AODA/WCAG 2.0
  • Highly comfortable presenting and substantiating design decisions (in both formal and informal settings), based on industry best-practice guidelines, personal experience and research findings
  • Highly conversant in industry best practices
  • Fastidious attention to detail
  • Excellent proficiency in a variety of UX/design tools such as Sketch, Axure, Adobe Creative Suite (Photoshop, Illustrator), InVision, Zeplin, Principle, Framer and/or other software
  • Previous involvement working within Agile/Lean UX design/development methodology
  • Exposure or involvement in user research techniques (e.g. user interviews, usability tests, focus groups, conducting quantitative studies) and heuristic / qualitative evaluations
  • Extensive experience with business requirement gathering, site assessment, competitive analysis, and primary and secondary research
  • Proven ability as a strategic thinker. A demonstrated ability to create presentations for Senior Management teams a bonus
  • An excellent communicator, this person must be able to build strong cross-functional relationships, both internally and externally
  • The ability to manage your time and deadlines, as well as those of your team in a fast-paced, ever-changing environment
About Manulife
Manulife Financial Corporation is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers' needs first and providing the right advice and solutions. We operate as John Hancock in the United States and Manulife elsewhere. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions. At the end of 2016, we had approximately 35,000 employees, 70,000 agents, and thousands of distribution partners, serving more than 22 million customers. As of June 30, 2017, we had over $1 trillion (US$780 billion) in assets under management and administration, and in the previous 12 months we made $26.7 billion in payments to our customers.
Our principal operations are in Asia, Canada and the United States where we have served customers for more than 100 years. With our global headquarters in Toronto, Canada, we trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong.
Manulife is committed to supporting a culture of diversity and accessibility across the organization.   It is our priority to remove barriers to provide equal access to employment.  A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request an accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.

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