UX Manager 

📍 Job Overview

Job Title: UX Manager

Company: Aviva Canada

Location: Markham, Ontario, Canada

Job Type: Full-time

Category: User Experience (UX) / Product Design Leadership

Date Posted: January 28, 2026

Experience Level: 5-10 Years (Mid-Senior Level with Management)

Remote Status: Hybrid

🚀 Role Summary

• Lead and evolve the User Experience (UX) strategy for Aviva Canada's critical signed-in digital experiences, focusing on customer policy management, claims, billing, and profile updates.

• Drive design excellence and ensure cohesive, intuitive, accessible, and compliant user journeys across B2C and B2B platforms, including those for PC Insurance and RBC Insurance.

• Provide hands-on leadership, mentoring, and coaching to a team of UX designers, fostering a high-performing and collaborative design culture.

• Partner closely with Product Management and Engineering to translate business goals and customer needs into feasible, high-quality digital product experiences.

• Champion a research-driven design approach, leveraging qualitative and quantitative data to identify experience gaps and opportunities for continuous improvement.

📝 Enhancement Note: This role is positioned as a hands-on leadership opportunity within UX, requiring a blend of strategic thinking, people management, and execution oversight. The emphasis on "signed-in experiences" and managing policies, claims, and billing indicates a focus on customer lifecycle management within a regulated industry, requiring a deep understanding of user needs in insurance and financial services. The mention of PC Insurance and RBC Insurance suggests a complex ecosystem with multiple brand integrations.

📈 Primary Responsibilities

• Define and execute the UX strategy for authenticated customer experiences, ensuring alignment with business objectives, customer needs, and regulatory mandates.

• Oversee the quality and timely delivery of UX design work, ensuring adherence to enterprise design systems, brand standards, and accessibility guidelines.

• Lead, coach, and develop UX team members, fostering a culture of collaboration, innovation, and continuous learning.

• Collaborate with Product Management to shape product roadmaps, prioritize initiatives based on customer impact and business value, and define clear UX requirements.

• Partner with Engineering teams to ensure the technical feasibility of designs and their accurate implementation, meeting usability and performance standards.

• Champion the use of research methodologies (qualitative and quantitative), customer feedback, analytics, and service data to inform design decisions and identify areas for improvement.

• Drive the continuous improvement of UX practices, contributing to and maintaining UX standards, patterns, and governance across the organization.

• Present and articulate design strategies, decisions, and insights effectively to diverse stakeholders, including technical teams, business leaders, and executive management.

• Contribute to the design of both Business-to-Consumer (B2C) and Business-to-Business (B2B) customer experiences within the insurance and financial services domain.

• Stay abreast of emerging trends in product design, UX research, and digital product development, sharing knowledge and best practices with the broader design community.

📝 Enhancement Note: The responsibilities highlight a strategic leadership role with significant cross-functional collaboration. The emphasis on "signed-in experiences," "regulated environments," and "enterprise-level design systems" points towards a need for robust process management, strong communication skills, and an understanding of compliance. The role requires an individual who can balance team development with product delivery and strategic vision.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Psychology, Computer Science, or a related field, or equivalent practical experience.

Experience:

• 6+ years of progressive experience in User Experience (UX) Design, Product Design, or Service Design.

• Minimum of 2 years in a people management or team leadership role, demonstrating the ability to mentor and develop designers.

• Proven track record of designing and delivering successful authenticated or account-based digital experiences, ideally within the insurance, financial services, or complex enterprise product sectors.

Required Skills:

• Expertise in defining and executing UX strategy for digital products and services.

• Strong command of user-centered design methodologies, best practices, and information architecture principles.

• Proficient in a variety of user research methods (e.g., usability testing, user interviews, surveys, A/B testing) and their application to inform design decisions.

• Deep understanding of accessibility standards (e.g., WCAG) and their integration into the design process.

• Demonstrated experience in leading and mentoring design teams, fostering a collaborative and productive work environment.

• Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex design concepts to diverse audiences.

• Proven ability to collaborate effectively with Product Management, Engineering, and other cross-functional teams.

• Experience with design systems and their implementation to ensure consistency and scalability.

Preferred Skills:

• Experience with analytics and experimentation tools (e.g., Google Analytics, Adobe Analytics, Optimizely) to drive data-informed design.

• Familiarity with enterprise-level design systems and contributing to their evolution.

• Bilingualism (English and French) is considered an asset.

📝 Enhancement Note: The requirements emphasize a blend of strategic UX leadership, people management, and specific domain experience in regulated industries. The need for a strong portfolio is critical, and candidates should be prepared to showcase their ability to manage complex, integrated digital experiences. The preference for analytics and design system experience suggests a modern, data-driven approach to design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a range of UX design projects, with a strong focus on authenticated or account-based digital experiences.

• Case studies that clearly articulate the design problem, your role, the process followed, key decisions made, and the measurable impact of your solutions.

• Examples demonstrating leadership in defining UX strategy and mentoring design teams.

• Evidence of designing for complex, regulated environments, highlighting considerations for compliance and accessibility.

Process Documentation:

• Ability to document and evangelize UX design processes, workflows, and best practices within the team and across the organization.

• Experience in developing and maintaining design standards, patterns, and guidelines as part of an enterprise design system.

• Examples of how you've driven continuous improvement in design practices through process optimization and the adoption of new methodologies.

📝 Enhancement Note: This section is crucial for candidates to prepare. The portfolio should not just be a collection of visuals but a narrative that details the strategic thinking, problem-solving, and impact of their UX work, particularly in complex, regulated environments and for authenticated user journeys.

💵 Compensation & Benefits

Salary Range: $115,000 - $135,000 CAD per year. This range is determined by factors such as job-related knowledge, skills, experience, and internal equity.

Benefits:

• Compelling rewards package including:

  • Eligibility for an annual bonus.
  • Retirement savings plan.
  • Employee share plan.
  • Comprehensive health benefits.
  • Personal wellness programs.
  • Paid time off for volunteer opportunities.

• Competitive vacation package with the option to purchase 5 additional days off per year.

• Support for professional development, including tuition reimbursement for education.

• Corporate wellness programs to support physical and mental health.

Working Hours: Approximately 40 hours per week, with a hybrid flexible work model.

📝 Enhancement Note: The salary range is competitive for a UX Manager role in the Toronto/Markham area with the specified experience level. The benefits package is comprehensive, reflecting Aviva's commitment to employee well-being and professional growth, which are attractive to experienced professionals. The hybrid model offers flexibility, a key consideration for many candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Insurance and Financial Services. Aviva Canada is a leading insurance provider, offering a wide range of products and services. The company operates within a heavily regulated sector, which influences product development and customer experience, emphasizing trust, security, and compliance.

Company Size: Aviva Canada is a significant player in the Canadian insurance market. As part of the larger Aviva plc group, it benefits from global resources while maintaining a strong local presence. This size offers opportunities for impact and career growth within a stable, established organization.

Founded: Aviva Canada has a long-standing history, evolving through various integrations and acquisitions, with roots tracing back over a century. This legacy suggests a company that values stability, experience, and long-term customer relationships, while also adapting to modern digital demands.

Team Structure:

• The UX Manager will lead a team of UX designers, likely specializing in different areas or product lines.

• This team will operate within a broader Digital or Product organization, collaborating closely with Product Managers, Engineers, Researchers, and potentially Marketing and Data Analytics teams.

• Reporting structure will likely be to a Director or VP of Digital Product, UX, or Customer Experience.

Methodology:

• Aviva emphasizes a culture of "Care, Commitment, Community, and Confidence" in its values, suggesting a people-centric approach to work.

• The role requires a strong focus on data analysis and insights derived from customer feedback, analytics, and service data to drive design improvements.

• Workflow planning and optimization are central to managing complex digital experiences and ensuring efficient customer journeys.

• Automation and efficiency practices are likely encouraged to streamline processes and enhance user experience.

Company Website: Aviva Canada Website

📝 Enhancement Note: Aviva's values (Care, Commitment, Community, Confidence) provide insight into the expected work environment. The "regulated industry" context is crucial for understanding the design challenges and priorities. The hybrid work model suggests a company adapting to modern work trends while maintaining in-person collaboration.

📈 Career & Growth Analysis

Operations Career Level: This role is at a mid-to-senior management level within the User Experience discipline. It requires not only strong individual design skills but also the ability to lead, mentor, and strategically guide a team and their work. The scope includes influencing product strategy and ensuring design quality across multiple brands and product lines.

Reporting Structure: The UX Manager will typically report to a Director or VP level within the Digital, Product, or Customer Experience organization. They will manage a team of UX Designers and work in close partnership with Product Managers and Engineering Leads. This structure allows for influence at both the team execution level and the strategic product planning level.

Operations Impact: The UX Manager's primary impact is on enhancing the customer experience for Aviva's digital products, directly influencing customer satisfaction, retention, and operational efficiency. By ensuring intuitive and accessible management of policies, claims, and billing, the role contributes to reduced customer support costs, increased digital adoption, and ultimately, stronger customer loyalty and revenue. The role also impacts the efficiency and effectiveness of the design team itself.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of UX for regulated industries, customer lifecycle management, or enterprise design systems.

• Leadership Advancement: Progress to senior leadership roles such as Director of UX, Head of Product Design, or VP of Customer Experience.

• Cross-Functional Moves: Transition into Product Management, Program Management, or broader Digital Strategy roles, leveraging a deep understanding of user needs and product development.

• Skill Development: Opportunities for advanced training, certifications, and participation in industry conferences to stay current with UX trends and leadership best practices. Aviva explicitly mentions supporting professional development education.

📝 Enhancement Note: The role offers a clear path for career progression within UX leadership or into broader product and digital strategy roles. The emphasis on a hybrid model and professional development support indicates a company invested in employee growth and work-life balance.

🌐 Work Environment

Office Type: Aviva Canada operates with a hybrid flexible work model. This implies a modern office environment designed for collaboration, with shared workspaces, meeting rooms, and potentially dedicated areas for focused work. The office is likely equipped with the necessary technology for seamless hybrid collaboration.

Office Location(s): The primary location mentioned is Markham, Ontario, Canada, with Toronto also listed as a potential location. This region is a major hub for technology and business in Canada, offering access to a diverse talent pool and a vibrant professional community.

Workspace Context:

• The workspace will likely foster a collaborative environment where designers, product managers, and engineers can easily connect and brainstorm.

• Access to relevant UX tools, design software, and potentially prototyping and testing equipment will be standard.

• Opportunities for regular interaction with the UX team, cross-functional partners, and leadership will be embedded in the hybrid work structure.

Work Schedule: The standard work schedule is approximately 40 hours per week. The hybrid model offers flexibility in how and where these hours are worked, balancing in-office collaboration days with remote workdays. This flexibility supports efficient workflow management and allows individuals to manage their time effectively around design sprints and project deadlines.

📝 Enhancement Note: The hybrid model is a key feature, suggesting a flexible and modern work environment. Candidates should inquire about the specific expectations for in-office days and the types of collaborative activities planned for those days to ensure alignment with their work preferences.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will review applications and resumes, focusing on alignment with core requirements and experience.

• Hiring Manager Interview: A discussion with the UX Manager's direct report or hiring manager to assess experience, leadership style, and strategic thinking. This stage will likely delve into past projects and management philosophy.

• Portfolio Review & Presentation: Candidates will be asked to present a selection of their work from their portfolio. This is a critical step to evaluate design thinking, problem-solving skills, process, and impact. Expect to discuss specific case studies in detail.

• Cross-Functional Stakeholder Interviews: Interviews with key collaborators, such as Product Managers, Engineering Leads, or other UX team members, to assess collaboration skills, communication, and ability to work in a team environment.

• Final Interview/Executive Review: Potentially a final conversation with a more senior leader to confirm cultural fit and overall alignment with Aviva's strategic goals.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your strongest projects that best represent your leadership, strategic thinking, and ability to deliver impactful UX solutions, especially in regulated or complex environments.

• Tell a Story: For each project, clearly articulate the business problem, user needs, your specific role and contributions, the design process (research, ideation, iteration, testing), key decisions, challenges overcome, and the measurable outcomes or impact.

• Highlight Leadership: Showcase examples of how you've mentored designers, influenced strategy, and driven process improvements.

• Focus on Impact: Quantify results whenever possible (e.g., increased conversion rates, reduced support tickets, improved task completion times).

• Be Prepared for Questions: Anticipate in-depth questions about your design choices, trade-offs made, and how you handle feedback and conflict.

Challenge Preparation:

• Be ready for potential scenario-based questions asking how you would approach specific UX challenges within Aviva's context (e.g., improving a claim submission process, designing for a new feature in the customer portal).

• Prepare to discuss your approach to balancing user needs, business goals, and technical constraints in a regulated industry.

• Think about how you would foster a collaborative and high-performing UX team culture.

📝 Enhancement Note: The portfolio review is paramount. Candidates should prepare a presentation that clearly demonstrates their strategic UX leadership and ability to deliver results in complex environments, not just their visual design skills.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello, Microsoft Teams.

• Research & Testing: UserTesting.com, Maze, Google Forms, SurveyMonkey, Lookback.

Analytics & Reporting:

• Google Analytics, Adobe Analytics, Amplitude, Mixpanel.

CRM & Automation:

• While not directly managed by UX, familiarity with CRM systems (e.g., Salesforce) and marketing automation platforms can be beneficial for understanding the customer journey and data flow.

• Experience with A/B testing platforms (e.g., Optimizely, VWO) is listed as beneficial.

📝 Enhancement Note: Proficiency in industry-standard design and prototyping tools is expected. The emphasis on analytics and experimentation tools points to a data-driven approach to UX decision-making. Familiarity with collaboration tools is essential for a hybrid team environment.

👥 Team Culture & Values

Operations Values:

• Care: Demonstrating empathy for customers and colleagues, ensuring user-centricity in design decisions, and fostering supportive team dynamics.

• Commitment: Dedication to delivering high-quality, impactful UX solutions that meet business objectives and user needs, and a commitment to personal and team growth.

• Community: Building strong relationships within the UX team and across cross-functional departments, fostering a collaborative and inclusive environment, and contributing to the broader Aviva community.

• Confidence: Approaching challenges with a positive and proactive mindset, confidently presenting design rationale, and advocating for user needs.

Collaboration Style:

• Cross-Functional Integration: A highly collaborative style, working closely with Product Management to shape roadmaps and strategy, and with Engineering to ensure designs are feasible and implemented correctly.

• Process Review Culture: Openness to iterative design processes, feedback loops, and continuous improvement of design practices.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings within the UX team and with other departments.

📝 Enhancement Note: Aviva's core values are directly applicable to the UX team's ethos. A collaborative and user-focused approach, combined with a commitment to continuous improvement and professional development, will be key to success in this role and within the team.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Needs: Managing the UX for multiple brands (Aviva, PC Insurance, RBC Insurance) and user types (B2C, B2B) simultaneously, each with unique requirements.

• Navigating Regulation: Designing within a heavily regulated insurance/financial services industry requires a deep understanding of compliance, security, and data privacy.

• Driving Design Maturity: Continuing to elevate the UX practice within the organization, ensuring design is a strategic partner from the outset of product development.

• Hybrid Team Management: Effectively leading and fostering a cohesive team culture and high performance in a hybrid work environment.

Learning & Development Opportunities:

• Advanced UX Leadership: Opportunities to expand skills in strategic planning, team development, and influencing organizational design maturity.

• Industry Conferences & Certifications: Support for attending relevant industry events and pursuing certifications to stay ahead of UX trends.

• Mentorship Programs: Access to mentorship from senior leaders within Aviva or through external networks for career guidance and skill enhancement.

• Cross-Functional Exposure: Potential to gain exposure to other areas of the business, such as product strategy, digital transformation, or customer insights.

📝 Enhancement Note: The challenges presented are typical for a UX Manager in a large, regulated financial services company. The growth opportunities are well-defined, offering pathways for both specialized UX leadership and broader career development.

💡 Interview Preparation

Strategy Questions:

• "How would you approach developing a UX strategy for a complex, authenticated customer portal that serves multiple brands?" (Focus on research, stakeholder alignment, and phased rollout.)

• "Describe a time you had to balance competing priorities from Product Management, Engineering, and user needs. How did you resolve it?" (Highlight negotiation, data-driven decision-making, and trade-off management.)

Company & Culture Questions:

• "Based on our values (Care, Commitment, Community, Confidence), how would you embody these in your leadership style and team management?" (Connect values to practical actions.)

• "What is your experience working in a hybrid environment, and how do you foster collaboration and accountability within a distributed team?" (Discuss strategies for communication, team building, and performance management.)

Portfolio Presentation Strategy:

• Structure: Begin with an overview of your leadership philosophy and approach. Then, present 2-3 detailed case studies, ensuring each clearly outlines the problem, your solution, your process, and the impact.

• Visuals & Storytelling: Use clear, concise visuals. Focus on the narrative – why was this project important, what challenges did you face, and what was the outcome?

• Demonstrate Leadership: Explicitly point out where you led the team, made strategic decisions, mentored designers, or influenced the product direction.

• Quantify Impact: Be ready to discuss the metrics that demonstrated the success of your work. If exact numbers aren't available, discuss the intended impact and how it would be measured.

📝 Enhancement Note: Prepare to discuss your leadership approach, your understanding of UX in regulated industries, and how you foster a strong team culture. Your portfolio presentation should be a masterclass in strategic UX leadership and measurable impact.

📌 Application Steps

To apply for this UX Manager position:

• Submit your application through the provided link on the Aviva careers portal.

• Customize Your Resume: Highlight your experience in UX leadership, managing teams, designing authenticated digital experiences, and working within regulated industries. Use keywords from the job description.

• Prepare Your Portfolio: Select your most impactful projects that showcase strategic thinking, process, leadership, and measurable outcomes. Ensure you can articulate your role and the impact clearly for each.

• Research Aviva: Familiarize yourself with Aviva Canada's products, services, values, and recent news. Understand their market position and the context of the insurance industry.

• Practice Your Presentation: Rehearse your portfolio presentation to ensure a clear, concise, and compelling delivery, focusing on leadership and impact.

⚠️ 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.

---