Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Manulife

Location: Toronto, Ontario, Canada

Job Type: FULL_TIME

Category: Product Design / User Experience (UX) Operations

Date Posted: 2026-04-23

Experience Level: 3+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and development of human-centered digital experiences for B2C web platforms, ensuring a seamless user journey across desktop, tablet, and mobile devices.

• Drive a customer-first mindset by collaborating closely with Product Owners, Engineering, and the broader Human-Centered Design team to balance user needs with business objectives.

• Own the end-to-end product design process, from user research and insight generation to wireframing, prototyping, and high-fidelity visual design.

• Contribute to the strategic evolution of Manulife's design systems and product design practice, fostering a culture of continuous improvement and innovation within an agile, test-and-learn environment.

📝 Enhancement Note: This role is positioned within the "Product Design / User Experience (UX) Operations" category, emphasizing the operational aspects of design execution, system maintenance, and process improvement within the product development lifecycle. The focus on B2C web platforms and agile methodologies indicates a need for efficient design workflows and a strong understanding of how design integrates with broader business operations.

📈 Primary Responsibilities

• Design and deliver intuitive, human-centered digital experiences for B2C web applications across desktop, tablet, and mobile interfaces, aligning with brand standards and user expectations.

• Collaborate effectively with Product Owners and Engineering teams to ensure a harmonious balance between user needs, business goals, and technical feasibility throughout the product development lifecycle.

• Conduct comprehensive user research, including interviews, surveys, and usability testing, to gather actionable insights that inform design decisions and drive product strategy.

• Facilitate collaborative design sessions, workshops, and "jam sessions" to generate ideas, solve complex problems, and ensure buy-in from cross-functional stakeholders.

• Champion a customer-centric vision within the broader Human-Centered Design team, contributing to the overall design strategy and advocating for user needs in all product decisions.

• Implement and iterate on designs within an agile framework, utilizing rapid prototyping and A/B testing methodologies to validate concepts and optimize user experience.

• Articulate and present design decisions clearly and persuasively to diverse audiences, including senior leadership, product teams, and engineering.

• Contribute to the ongoing development and refinement of Manulife's design systems, ensuring consistency, scalability, and efficiency in design implementation.

• Actively participate in developing and maturing the Product Design practice and culture at Manulife, sharing best practices and mentoring junior designers.

• Define and track UX success metrics and KPIs in collaboration with stakeholders and analytics teams to measure the impact of design initiatives and identify areas for improvement.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership and hands-on execution. The emphasis on "determining UX success metrics & KPIs" points to a crucial operations-oriented aspect of the role, requiring the designer to not only create great experiences but also to measure and report on their effectiveness, directly impacting business outcomes and informing future operational planning for design initiatives.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction (HCI), Psychology, or a related field is typically expected for a Senior Service Designer role. Equivalent practical experience will also be considered.

Experience: A minimum of 3 years of progressive experience in product design, with a strong focus on service design and user experience for digital platforms.

Required Skills:

• 3+ years of product design experience with demonstrated expertise in Figma.

• High proficiency in human-centered design principles, visual design best practices, usability heuristics, and accessibility standards (WCAG).

• Deep understanding of the end-to-end digital product design process, encompassing user validation, user flows, content modeling, wireframing, prototyping, user testing, and creating high-fidelity visuals.

• Proven experience collaborating effectively with Product Owners, Engineering, Research, and Content teams within Agile development methodologies.

• Experience working with and contributing to design systems to ensure consistency and efficiency across products.

• Strong ability to conduct user research, distill complex data into actionable insights, and communicate findings clearly to stakeholders.

• Facilitation skills for leading collaborative design sessions, workshops, and brainstorming activities.

Preferred Skills:

• Experience with service design methodologies beyond digital interfaces (e.g., customer journey mapping, touchpoint analysis).

• Familiarity with analytics tools (e.g., Google Analytics, Adobe Analytics) for tracking user behavior and measuring design impact.

• Experience in the financial services industry or a regulated environment.

• Knowledge of front-end development principles to better collaborate with engineering teams.

• Portfolio showcasing a range of successful digital product designs and service design initiatives.

📝 Enhancement Note: The requirement for "3+ years of product design experience with Figma expertise" suggests a need for efficiency and proficiency in a specific design tool. The emphasis on "end-to-end digital product design process" and "Agile methodology" underscores the operational aspect of design delivery, requiring structured approaches and timely execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end product design process, from initial research and concept to final execution and iteration.

• Case studies showcasing how user research insights were translated into tangible design solutions for B2C web platforms.

• Examples of wireframes, user flows, interactive prototypes, and high-fidelity visual designs created using Figma.

• Evidence of contributions to or usage of design systems, illustrating an understanding of scalable and consistent design practices.

• Projects that highlight collaboration with cross-functional teams (Product, Engineering, Research) and how design decisions were communicated and justified.

Process Documentation:

• Showcase of how user research findings were documented and shared with relevant teams to ensure alignment and understanding.

• Examples of process flows or methodologies used for rapid prototyping and A/B testing within an agile development cycle.

• Documentation illustrating contributions to design system components, style guides, or best practice guidelines.

• Evidence of iterative design processes, demonstrating how feedback and data were incorporated into design improvements.

📝 Enhancement Note: A strong portfolio is critical for this role. It should not only display design acumen but also demonstrate a structured, process-oriented approach to design problem-solving, mirroring the operational efficiency expected in a senior role. The ability to articulate process and impact is key.

💵 Compensation & Benefits

Salary Range: $92,900.00 CAD - $142,900.00 CAD per year.

Explanation of Range: This range is based on industry benchmarks for a Senior Service Designer role in Toronto, Ontario, considering the provided salary information and the typical experience level (3+ years). Factors such as specific skills, interview performance, and internal equity will influence the final offer.

Benefits:

• Comprehensive Health Insurance coverage.

• Dental Insurance plan.

• Mental Health support services.

• Vision Insurance plan.

• Short-term disability coverage.

• Long-term disability coverage.

• Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance.

• Adoption/surrogacy benefits.

• Wellness benefits to support employee well-being.

• Employee Assistance Program (EAP) for confidential support.

• Retirement savings plans, including a pension plan.

• Global Share Ownership Plan with employer matching contributions.

• Financial education and counseling resources.

• Generous Paid Time Off (PTO) program in Canada, including holidays, vacation, personal days, and sick days.

• Full range of statutory leaves of absence.

Working Hours: 40 hours per week. The hybrid work arrangement offers flexibility, balancing in-office collaboration with remote work.

📝 Enhancement Note: The provided salary range is a strong indicator of the role's seniority and market value in Toronto. The extensive benefits package reflects Manulife's commitment to employee well-being and long-term financial security, which is a significant draw for experienced professionals. The mention of incentive programs and incentive compensation tied to performance suggests potential for additional earnings beyond the base salary.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Insurance, Investments, Banking). Manulife operates globally, providing a wide array of financial solutions. This industry context means a strong emphasis on trust, security, regulatory compliance, and customer data privacy within design practices.

Company Size: Manulife is a large, global enterprise. This implies a structured corporate environment with established processes, opportunities for cross-functional collaboration across many departments, and potential for career advancement within a significant organization.

Founded: Manulife was founded in 1887. This long history suggests stability, deep market experience, and a well-established corporate culture that likely values tradition alongside innovation.

Team Structure:

• The Senior Service Designer will be part of the broader Human-Centered Design team, working closely with Product Owners and Engineering within an Agile structure.

• This implies a matrixed reporting structure, where the designer reports to a design lead or manager but is embedded within specific product squads or project teams.

Methodology:

• Data-Driven Design: The role emphasizes determining UX success metrics and KPIs, indicating a strong reliance on data analytics to inform design decisions and measure impact.

• Agile & Test-and-Learn: Operations within this team are conducted in an agile, iterative manner, prioritizing quick prototype-test-iterate cycles to ensure adaptability and continuous improvement.

• Human-Centered Approach: All design activities are guided by a deep understanding of user needs, ensuring that digital experiences are intuitive, accessible, and valuable.

Company Website: https://www.manulife.com/en/about/our-story.html

📝 Enhancement Note: The blend of a long-standing financial institution with agile development methodologies suggests a dynamic environment where established operational frameworks meet modern design practices. Understanding Manulife's commitment to diversity and inclusion, as stated in their Equal Opportunity Employer policy, is crucial for cultural fit.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level individual contributor role. It signifies a high degree of autonomy, responsibility for complex projects, and the expectation to mentor or guide less experienced designers. The focus on contributing to the "Product Design practice and culture" elevates it beyond pure execution to strategic influence within the design function.

Reporting Structure: Typically, a Senior Service Designer would report to a Design Manager, Director of Product Design, or Head of UX. They will be embedded within product teams, collaborating daily with Product Owners and Engineering leads.

Operations Impact: The Senior Service Designer's work directly impacts the user experience of Manulife's B2C web platforms, which are critical touchpoints for customer acquisition, engagement, and retention. By improving usability, accessibility, and overall satisfaction, this role contributes to key business objectives such as increased conversion rates, reduced customer support inquiries, and enhanced brand loyalty, thereby driving revenue and operational efficiency.

Growth Opportunities:

• Leadership & Mentorship: Opportunities to lead design initiatives, mentor junior designers, and contribute to the strategic direction of the design team.

• Skill Specialization: Deepen expertise in specific areas of service design, UX research, design systems, or accessibility within the financial services domain.

• Cross-Functional Mobility: Potential to move into Product Management, UX Research leadership, or other roles within Manulife's broader digital transformation efforts.

• Continuous Learning: Access to learning resources, industry conferences, and internal training programs to stay abreast of the latest design trends and technologies.

📝 Enhancement Note: The "Senior" title and responsibilities imply a clear path for career progression within Manulife's design organization or related digital product functions. The emphasis on impacting business objectives and operational efficiency is a key differentiator for ambitious professionals.

🌐 Work Environment

Office Type: Hybrid. This indicates a blend of remote work and in-office presence. The Toronto office at 250 Bloor Street East is a prime location, suggesting a modern and professional workspace.

Office Location(s): 250 Bloor Street East, Toronto, Ontario, Canada. This central location offers excellent access to public transportation and amenities.

Workspace Context:

• The hybrid model likely supports flexible work schedules, catering to individual productivity needs while ensuring essential in-person collaboration for workshops, team meetings, and brainstorming sessions.

• The design team likely has access to modern design tools and technologies, including Figma and potentially other collaboration and prototyping software.

• Opportunities for spontaneous interaction and knowledge sharing with colleagues across Product, Engineering, and Design are facilitated by the in-office days, fostering a collaborative and innovative atmosphere.

Work Schedule: While the standard work week is 40 hours, the hybrid arrangement and agile environment often allow for some flexibility, enabling designers to manage their time effectively to meet project deadlines and personal needs.

📝 Enhancement Note: The hybrid work arrangement is a key aspect, requiring self-discipline and strong communication skills. The expectation is that employees will leverage office time for collaborative, high-impact activities while utilizing remote time for focused individual work.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a recruiter will likely conduct an initial review of your resume and portfolio to assess basic qualifications and experience.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience, design philosophy, and suitability for the role and team.

• Portfolio Presentation & Design Challenge: A critical stage where you'll present your portfolio, walking through key case studies. You may also be given a design challenge or asked to critique existing designs, assessing your problem-solving skills, design thinking, and communication abilities.

• Cross-Functional Team Interviews: Interviews with Product Owners, Engineers, and other designers to evaluate your collaboration skills, ability to articulate design decisions, and cultural fit within the team.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit within Manulife's broader goals.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects, focusing on those that best demonstrate your skills in B2C web design, human-centered approaches, and the full product design lifecycle. Prioritize projects where you can clearly articulate your role and impact.

• Tell a Story: For each case study, structure your presentation to clearly outline the problem, your process, the solutions you designed, the rationale behind your decisions (backed by research or data), and the measurable outcomes or impact.

• Highlight Figma Expertise: Be prepared to showcase your Figma skills, perhaps by walking through a specific component or interaction within a project.

• Emphasize Collaboration: Clearly articulate how you worked with Product Owners, Engineers, and Researchers, and how you incorporated their feedback and insights.

• Quantify Impact: Where possible, use metrics and KPIs to demonstrate the success of your designs. If exact metrics are unavailable, discuss the intended impact and how success would be measured.

Challenge Preparation:

• Understand the Context: If given a design challenge, ensure you fully understand the problem statement, target audience, and business goals. Ask clarifying questions.

• Think Aloud: During a design challenge, verbalize your thought process, decision-making, and any assumptions you're making. This demonstrates your problem-solving approach.

• Focus on Process: Even if you can't complete a full design, demonstrating a coherent and logical design process is often more important than a polished final output.

• Consider Constraints: Be mindful of the time limit and any constraints mentioned. Show how you would prioritize and iterate.

📝 Enhancement Note: The portfolio review is paramount. It serves as tangible evidence of your operational design capabilities. A well-structured narrative that clearly links design actions to business outcomes and user value is essential for success. The emphasis on "UX success metrics & KPIs" means you should be prepared to discuss how you measure design effectiveness.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI design, prototyping, and collaboration. High proficiency is a mandatory requirement.

• User Research Tools: Experience with tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, Lookback, SurveyMonkey, Google Forms).

• Prototyping Tools: Beyond Figma's capabilities, familiarity with other prototyping or animation tools might be beneficial (e.g., Principle, After Effects).

Analytics & Reporting:

• Web Analytics Platforms: Experience with tools like Google Analytics or Adobe Analytics to track user behavior, campaign performance, and conversion rates.

• Data Visualization Tools: Familiarity with tools like Tableau or Power BI for creating dashboards and reports to communicate UX insights and performance metrics.

CRM & Automation:

• While not directly a CRM role, understanding how user data collected through CRMs or marketing automation platforms can inform design decisions is valuable. Familiarity with customer journey mapping tools might also be relevant.

• Design System Management Tools: Experience with tools or platforms used to manage and maintain design systems (e.g., Zeroheight, Storybook).

📝 Enhancement Note: Proficiency in Figma is non-negotiable. The role also requires an understanding of how design integrates with analytics and data platforms to measure impact, highlighting the operational linkage between design and business performance metrics.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A core value driving all design decisions, ensuring that user needs and experiences are prioritized.

• Collaboration: Strong emphasis on teamwork, open communication, and cross-functional partnerships to achieve shared goals.

• Innovation & Continuous Improvement: A drive to explore new ideas, test hypotheses, and continuously refine designs and processes for better outcomes.

• Data-Driven Decision Making: Utilizing data and analytics to inform design choices, measure effectiveness, and demonstrate value.

• Efficiency & Scalability: Commitment to creating designs and contributing to systems that are efficient to implement and scalable across multiple platforms.

Collaboration Style:

• Partnership-Oriented: Working closely with Product Owners and Engineering as equal partners in the product development process.

• Transparent Communication: Openly sharing design rationale, research findings, and challenges with all stakeholders.

• Feedback-Informed: Actively seeking and incorporating feedback from peers, stakeholders, and users to refine designs.

• Knowledge Sharing: Contributing to the team's collective knowledge base through documentation, presentations, and mentorship.

📝 Enhancement Note: The company culture and values emphasize a collaborative and data-informed approach to design. Professionals who thrive in environments that value iterative improvement, cross-functional partnerships, and a strong user focus will be successful.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Goals: Navigating the inherent tension between creating ideal user experiences and meeting business objectives within a large financial institution.

• Integrating Design Systems: Driving adoption and evolution of design systems across diverse product teams and legacy systems, ensuring consistency without stifling innovation.

• Measuring Design Impact: Quantifying the ROI of design initiatives, especially in a complex environment with multiple influencing factors.

• Agile Iteration Cycles: Adapting designs quickly to meet sprint deadlines while maintaining a high standard of quality and user-centricity.

Learning & Development Opportunities:

• Advanced Design Skills: Opportunities to deepen expertise in specialized areas like service design, UX strategy, or accessibility.

• Industry Trends: Staying current with emerging design trends, technologies, and best practices in digital product development, particularly within FinTech.

• Leadership Development: Potential to take on project leadership roles, mentor junior designers, and contribute to strategic design planning.

• Cross-Disciplinary Exposure: Gaining exposure to other functions within Manulife, such as product management, data science, and marketing operations.

📝 Enhancement Note: The challenges presented are common in senior design roles within large organizations. The growth opportunities are substantial, offering a clear path for professional development and career advancement within a leading financial services company.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for taking a concept from initial user research to a high-fidelity, production-ready design for a B2C web platform." (Focus on your structured approach, tools used, and collaboration points.)

• "How do you balance conflicting user needs or stakeholder priorities when designing a new feature?" (Highlight your negotiation, research, and prioritization skills.)

• "Can you walk me through a time you used data or UX metrics to inform a significant design decision or iterate on a design?" (Be ready with a specific case study and quantifiable results.)

Company & Culture Questions:

• "What interests you about Manulife and this specific role?" (Research Manulife's mission, values, and recent digital initiatives.)

• "How do you foster a customer-centric mindset within cross-functional teams?" (Share examples of your advocacy for the user.)

Portfolio Presentation Strategy:

• Start with the "Why": Clearly articulate the business problem and user need for each project.

• Show, Don't Just Tell: Use visuals (wireframes, prototypes, final UI) to illustrate your design process and solutions.

• Explain Your Role: Be specific about your contributions, especially in team projects.

• Highlight Impact: Quantify results whenever possible. If not, discuss the intended impact and how it would be measured.

• Engage Your Audience: Encourage questions and be prepared to discuss your decisions in detail.

📝 Enhancement Note: Preparation should focus on demonstrating a robust, process-driven approach to design that aligns with operational excellence. Be ready to articulate not just what you designed, but why and how it achieved specific outcomes, linking your work to business objectives.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on Manulife's careers portal.

• Tailor Your Resume: Highlight your experience with Figma, human-centered design, end-to-end product design processes, Agile methodologies, and any relevant financial services industry experience. Quantify achievements where possible.

• Curate Your Portfolio: Select 2-3 impactful projects that showcase your design process, Figma proficiency, collaboration skills, and measurable outcomes. Prepare a clear narrative for each project.

• Prepare for the Interview: Practice articulating your design decisions, research findings, and impact using the STAR method. Be ready to discuss your approach to challenges and your understanding of user-centric design in a financial services context.

• Research Manulife: Understand the company's mission, values, recent digital products, and commitment to customer experience to tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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