Director of Service Design & AI Enablement

Manulife; Toronto; Hybrid; CAD 116,000 - 166,000; Full time

Job summary

A leading financial services provider in Toronto is looking for a Director to elevate digital experiences by leading a service design and research squad. The successful candidate will have over 10 years of experience in service design, particularly in financial services, and will excel in collaborating to drive customer-focused changes. This role offers a hybrid work model with a competitive salary range of CAD $116,000 - $166,000, along with an extensive benefits package that includes health and retirement plans.

Benefits

Health benefits

Retirement saving plans

Flexible work environment

Generous paid time off

Qualifications

• 10+ years experience in Service Design roles within financial services.
• 5+ years leading teams and practices in complex environments.
• Demonstrated expertise in service design and evidence-based decision making.

Responsibilities

• Co-lead Service Design craft across Canada businesses.
• Establish and scale a Journey Management practice.
• Translate research into actionable strategies and solution concepts.

Skills

Service Design

Leadership

Stakeholder Management

Quantitative Research

Qualitative Research

Education

Bachelor’s Degree in Service Design or related field

Tools

Survey/analytics tools

Job description

A leading financial services provider in Toronto is looking for a Director to elevate digital experiences by leading a service design and research squad. The successful candidate will have over 10 years of experience in service design, particularly in financial services, and will excel in collaborating to drive customer-focused changes. This role offers a hybrid work model with a competitive salary range of CAD $116,000 - $166,000, along with an extensive benefits package that includes health and retirement plans.