Senior Business Analyst, AEM & Digital Experience

John Hancock; Boston (MA); Hybrid; USD 73,000 - 122,000; Full time

Job summary

Manulife/John Hancock seeks a Senior Business Analyst with Adobe Experience Manager (AEM) expertise to bridge business, product, design, and technology, delivering scalable enterprise web and mobile experiences.

You will lead requirements discovery, design system alignment, and publishing support, partnering with Marketing, Editorial, Design, Development, QA, Accessibility, and Analytics teams to translate complex needs into practical AEM solutions.

Qualifications

• 5+ years as a Business Analyst or similar in digital product/design system teams.
• Hands-on experience with Adobe Experience Manager (AEM) including authoring and publishing workflows.
• Experience with design systems and front-end design practices (Figma, Storybook).
• Strong documentation skills for technical and non-technical audiences.
• Experience in Agile delivery environments with Jira/Confluence.

Responsibilities

• Lead requirements analysis, solution design, stakeholder alignment, and initial troubleshooting for web/publishing issues.
• Define requirements and evaluate solutions for AEM and design system assets.
• Provide AEM publishing support for high-priority requests and urgent fixes.
• Facilitate cross-functional collaboration and alignment across Marketing, Editorial, Design, Development, QA, Accessibility, and Analytics.
• Document decisions, actions, owners, and dependencies; manage publishing requests.

Skills

AEM

Design systems

Figma

Storybook

Jira/Confluence

Agile methods

Documentation

Stakeholder facilitation

Education

Bachelor's degree

Tools

AEM authoring

Content workflows

WCAG 2.2 AA

Job description

Are you an experienced Business Analyst with expertise in Adobe Experience Manager (AEM) and a passion for delivering scalable digital experiences? We are seeking a Senior Business Analyst to serve as a key partner between business, product, design, and technology teams, translating complex business needs into effective AEM solutions and supporting publishing needs across enterprise web and mobile channels.

As a Senior Business Analyst, you will leverage deep AEM expertise to lead requirements analysis, solution design, stakeholder alignment, and initial troubleshooting of web and publishing issues. Partnering with Marketing, Digital Experience, Engineering, Accessibility, and QA teams, you will define requirements, evaluate solutions, support issue resolution, and deliver scalable, user-centered digital experiences.

Position Responsibilities:

Adobe Experience Manager (AEM) & Design System Expertise

• Leverage strong knowledge of AEM templates, components, content architecture, and authoring and publishing workflows, along with familiarity with Figma libraries and Storybook, to validate requirements and guide business, design, and technical discussions.
  
• Translate accessibility (WCAG 2.2 AA) and brand compliance criteria into system-level requirements.

• Collaborate with designers and engineers to ensure technical feasibility and consistency with the GDS architecture and token strategy.

• Perform initial troubleshooting to reproduce web issues, document findings and business impact, and engage the appropriate teams for further investigation and resolution.
• Provide AEM publishing support for high-priority requests or urgent fixes, as needed.

Requirements Discovery & Documentation

• Partner with Marketers, Design Leads, Technical Leads, and Product Managers to capture, clarify, and translate business and product objectives into AEM and design system requirements.

• Evaluate requirements against existing AEM capabilities and recommend component or template reuse, enhancement, or development.
  
• Document functional and non-functional requirements for components, patterns, templates, and tokens—capturing dependencies, edge cases, authoring and accessibility needs.

• Write and maintain user stories, acceptance criteria, and success measures in alignment with Agile delivery practices.
  
• Review and refine requirements, designs, authoring workflows, and implementation plans, resolving gaps before development begins.

• Help manage and triage publishing requests by clarifying requirements, assessing priorities, and coordinating next steps.
  

Cross-Functional Collaboration & Alignment

• Collaborate with Marketing, Editorial, Design, Development, QA, Analytics, Compliance, Accessibility, and project management partners.
  
• Facilitate requirements sessions, design reviews, planning discussions, and decision-making forums.
  
• Document key decisions, actions, owners, dependencies, and next steps to keep initiatives moving forward.

• Identify and manage delivery risks, open decisions, dependencies, blockers, and requirements requiring further review or approval, escalating issues when broader stakeholder alignment or formal approval is needed.

• Participate in sprint ceremonies, requirements walkthroughs, refinement sessions, user acceptance testing, and release activities.
• Support internal communication and alignment across segments to ensure shared understanding of priorities and progress.

Required Qualifications:

• 5+ years of experience as a Business Analyst, Systems Analyst, or similar role within digital product, platform and/or design system teams.
• Bachelor's degree in Business, Marketing, Technology, or a related discipline.
• Hands-on experience with Adobe Experience Manager (AEM), including components, templates, authoring, publishing workflows, and content management practices.
• Direct experience with design systems (enterprise or global-scale preferred).
• Strong understanding of UX/UI design and front-end development practices (Figma, Storybook, component-driven development).
• Proven ability to write clear and comprehensive documentation for both technical and non-technical audiences.
• Experience in Agile delivery environments, with comfort managing backlogs and running refinement sessions in Jira/Confluence.
• Excellent facilitation and communication skills; adept at bridging business and technical perspectives.

Preferred Qualifications:

• Demonstrated ability to manage multiple priorities across global time zones and business lines.
• Experience working within a global enterprise or financial services organization.
• Background in web publishing, content operations, or digital experience.

When you join our team:

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

If you are applying to this role in Massachusetts, please note the salary range is $73,350 - $122,250 USD. Additionally, employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [e-mail].

Referenced Salary Location

Toronto, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$73,725.00 CAD - $122,875.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.