Experience Designer

As an Experience Designer on the CX Team at John Hancock, you will play a key role in helping make John Hancock the #1 choice for distributors and customers. You'll work alongside other designers, CX researchers, product owners, copywriters, graphic designers, strategists, and web developers to turn insights into meaningful action. Your work will help create and improve digital experiences that drive engagement, loyalty, and deliver shared value. You will work cross-functionally to design experiences that drive engagement, loyalty, and deliver shared value: helping people live longer, healthier, better lives while driving business results. 

Your work will create a better experience for our customers, distributors, and prospects. Our distributors (producers and intermediaries) sell our life insurance products to customers. These improvements will help distributors manage their clients, their business with us and learn more about our products and services we offer. 

What motivates you?  

• An unwavering curiosity to ask why 

• Collaboratively working in teams, enjoying getting things done together 

• Finding a balance between what’s best for the customers, our business and our shareholders  

• Thinking big and bold 

• Joy designing digital experiences 

• Taking ownership and building solutions, while focusing on what matters 

• Doing and speaking up for what’s right 

• Working with integrity and professionalism 

• Sharing your humanity, helping build a diverse and inclusive work environment  

Position Responsibilities: 

• 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  

Required Qualifications:

• 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 Qualifications:

• Experience in financial services and / or highly regulated industries is a plus. 

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

If you are applying to this role in Massachusetts, please note the salary range is $73,350 - $122,250 USD.

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