Principal, Client Platform Product Designer

Wellington Management; Needham (AL); Hybrid; USD 120,000 - 225,000; Full time

Job summary

Wellington Management in Needham is seeking a Principal, Client Platform Product Designer to lead the end-to-end client and employee experience across Marketing, Sales, Onboarding and Servicing. You will shape journeys, align with business needs, and mentor design teams.

You will pioneer Service Design as a formal practice, create wireframes and prototypes, and partner with product and technology to deliver solutions that meet Wellington’s standards and goals. Hybrid in-office schedule.

Responsibilities

• Research and Insights: Monitor usage of client and employee-facing digital tools to inform strategy; conduct client research to understand unmet needs, motivations and pain points.
• Research and Insights: Conduct service design workshops and stakeholder interviews across Marketing, Sales and Servicing to understand workflows, priorities, and KPIs.
• Analysis and Opportunity Identification: Synthesize insights through current-state journeys, service blueprints, and executive presentations.
• Analysis and Opportunity Identification: triangulate data to identify opportunities that deliver value and improve experience.
• Define Experience Strategy and Design: Define future-state client journeys, processes, and digital tools using service blueprints.
• Define Experience Strategy and Design: Create conceptual designs and test them with clients and internal stakeholders.
• Define Experience Strategy and Design: Produce high-fidelity wireframes and prototypes with annotations; socialize them with stakeholders.
• Define Experience Strategy and Design: Break down features into user stories and acceptance criteria with engineering teams.
• Define Experience Strategy and Design: Plan initiatives to optimize ROI and continuously improve experience while reducing friction.
• Experience Governance: Develop and evolve client/employee experience standards and guidelines for design and development.
• Experience Governance: Assess solutions to ensure alignment with best practices and Wellington’s experience standards.
• Leadership and Mentoring: Build service design practices for the enterprise and coach platform teams.

Job description

About Us

Wellington Management offers comprehensive investment management capabilities that span nearly all segments of the global capital markets. Our investment solutions, tailored to the unique return and risk objectives of institutional clients in more than 60 countries, draw on a robust body of proprietary research and a collaborative culture that encourages independent thought and healthy debate. As a private partnership, we believe our ownership structure fosters a long-term view that aligns our perspectives with those of our clients.

About the Role

Job Abstract:

Wellington has a long history of delivering exceptional client service. As we drive more self-service within our institutional offering, expand into Wealth, and scale Global Distribution, it is increasingly important to deliver world-class digital tools that are easy to use and provide a competitive edge in relevant markets. It is equally important to scale service operations and account for regional variations with a clear focus on administrative efficiency and employee experience. This is a perfectly timed, high-visibility role for a value-focused creative problem solver who is passionate about client experience, has strong business and technical aptitude, and is an effective consensus builder.

As a senior member of the Client Platform Technology team, this individual will head client and employee experience for all products and solutions across the Marketing, Sales, Onboarding, and Servicing stages of the client lifecycle. This includes digital tools used globally by prospects and clients—Public Website, Client Portal, Campaigns, and third-party digital destinations—as well as the tools used by Wellington employees to serve them. The individual will partner with business teams to align on the intended experience, prioritize requirements, and serve as a shared resource across product development teams, supporting end-to-end development from invention and design through rollout.

Within the Client Platform, we view Client Experience and Employee Experience as two sides of the same coin. This role will pioneer Service Design as a formal practice at Wellington, partnering with business leads, operations, product, and technology teams to analyze the current state and define the future-state client and distributor journey, including required business processes, workflows, and tools.

RESPONSIBILITIES:

Research and Insights

• Monitor usage of client and employee-facing digital tools to inform experience strategy and design; conduct client research to understand current practices, unmet needs, motivations, and pain points.
• Conduct service design workshops and stakeholder interviews across Marketing, Sales, and Servicing to understand current workflows, collaboration models, pain points, strategic priorities, and KPIs.

Analysis and Opportunity Identification

• Analyze, synthesize, and present insights through current-state journeys, service blueprints, and executive presentations.
• Triangulate data and insights to identify opportunities that deliver value and improve the client and employee experience.

Define Experience Strategy and Design

• Define future-state client journeys, business processes, digital tools, and solutions using service blueprints.
• Facilitate the Client Platform vision by creating conceptual designs and testing them with clients and internal stakeholders.
• Produce high-fidelity wireframes and prototypes with annotations; gather inputs to refine and socialize them with stakeholders.
• Work with Client Platform product teams to break down features into user stories and acceptance criteria for engineering.
• Participate in strategic planning and initiative sequencing to optimize ROI, continuously improving client and employee experience while removing friction.

Experience Governance

• Research, build, and evolve client and employee experience standards—including components, guidelines, and frameworks—to support efficient design and development of Client Platform tools.
• Assess client and employee-facing solutions across the organization to ensure alignment with best practices, industry research, and Wellington’s experience standards. This includes existing tools and those that are under development.

Leadership and Mentoring

• Build service design and experience design practices for the enterprise.
• Coach Client Platform team members and champion experience strategy and design across sister platforms.

JOB TITLE

Principal, Client Platform Product Designer

JOB FAMILY

Information Technology (IT)

LOCATION

Needham

As an equal opportunity employer, Wellington Management considers all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, gender expression, religion, creed, national origin, age, ancestry, disability (physical or mental), medical condition, citizenship, marital status, pregnancy, veteran or military status, genetic information or any other characteristic protected by applicable law. If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at [e-mail]__.

At Wellington Management, our approach to compensation is designed to help us attract, inspire and retain the best talent in our industry.We strive to pay employees fairly and competitively across all levels and roles. Our approach to compensation considers all aspects of total compensation; all employees are eligible to receive salary, variable compensation, and benefits. The base salary range for this position is:

USD 120,000 - 225,000

This range takes into account the wide range of factors that are considered when making compensation decisions, including but not limited to skill sets; role; skills and experience; certifications; and education. This range is an estimate, and further details on salary and total compensation aspects will be shared with candidates during the recruitment process.

Base salaryis only one component of Wellington’s total compensation approach. Other rewards may include a discretionary Corporate Bonus and/ or Incentives, if eligible. In addition, we offer a comprehensive and high value benefit package to meet the unique needs of our employees and their families, and we are committed to fostering a flexible work environment that enables employees to thrive personally and professionally. Examples of our benefits include retirement plan, health and wellbeing, dental, vision, and pharmacy coverage, health savings account, flexible spending accounts and commuter program, employee assistance program, life and disability insurance, adoption assistance, back-up childcare, tuition/CFA reimbursement and paid time off (leave of absence,paid holidays, volunteer, sick and vacation time).

We believe that in person interactions inspire and energize our community and are essential to our culture. In support of this commitment, our employees work from our offices 4 days a week with flexibility to work remotely 1 day a week. We believe that this approach ultimately supports our mission to deliver investment excellence to our clients and their beneficiaries over the long term.