John Hancock is a leading international financial services provider, and they are seeking an Experience Designer to join their CX Team. The role involves collaborating with various stakeholders to design and improve digital experiences that drive customer engagement and loyalty while ensuring business results.
Contribute to translating complex front- and backstage processes into blueprint service designs, vendor integration flows, and other artifacts, partnering with senior designers to align stakeholders and drive best-in-class digital experiences
Collaborate with Product Owners, Engineering, Marketing and other key partners to balance product and user needs
Facilitate design thinking workshops and stakeholder reviews to develop and refine ideas/solutions
Plan and support user testing/validation, synthesizing insights and sharing recommendations with the team
Clearly articulate design processes, ideas, and solutions to internal partners, bringing them along in the solution creation process
Be a storyteller – A critical element of all design roles is to deliver insights about people and behavior – verbally and visually. Help shape compelling narratives about user insights in a way that generates empathy, emotion, and engagement
Use our design system to create best in class, responsive UI – delivering wireframes, prototypes, and detailed specifications for user interactions across web properties and touchpoints
Apply current and emerging UI best practices and digital standards in all design deliverables, pushing us from good to great
Participate in QA throughout development to ensure the experience delivered to customers meets expectations
Dedicate time to learning about our products and market to identify product and business model opportunities, and keep customers at the forefront of every decision
Qualification
Required
2-5 years of dedicated UX design experience designing complex solutions for digital environments including experience with information architecture
Bachelor's degree in design, psychology, or relevant field
An online portfolio containing digital work and case studies describing your process
High competence with some of or all the following design tools: Figma, Adobe AEM, Adobe Creative Cloud
A strategic perspective on design, by launching MVP designs while also contributing to long-term roadmaps for digital environments
Solid communication and presentation skills, with the ability to share work with peers and senior leaders
Ability to clearly and effectively articulate design processes, ideas, and solutions to internal partners and business partners
Ability to work independently on defined problems, seeking support from senior designers and your manager as needed
A deep understanding of and passion for championing the importance of human centered design
Openness to receiving feedback and constructive criticism
Basic understanding of how HTML, CSS, JavaScript, and other front end technologies work with design
Positive and flexible mindset, especially when navigating ambiguity and change
Preferred
Experience in financial services and / or highly regulated industries is a plus
Benefits
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
Various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions)
Financial education and counseling resources
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
Full range of statutory leaves of absence
John Hancock provides financial solutions, including life insurance, mutual funds, and long-term care insurance.
