Director, Service Design

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Are you ready to elevate digital experiences and lead a service design and research squad in shaping exceptional user experiences? Reporting to the VP CX Transformation and Service Design, this role combines strong CX/design leadership with hands‑on enablement, ensuring quality research and service design work moves beyond artifacts and workshops and into roadmaps and delivery priorities. At Manulife, we are committed to becoming a digital‑first organization and to lead in our industry in those digital customer experiences. Alongside the Director Experience Strategy and Research, the Director Research and Insights you will co‑create the vision and strategy for the service design craft maturity and partner to drive positive and customer focused change in our Canada businesses. And, as design and research evolve at pace with emerging technologies, you will support and champion the team’s evolution and adoption of AI.