Experience Design Lead

The Experience Design Lead will lead a multidisciplinary design team within Manulife Life Insurance Company, Singapore (MLS) covering UX/UI and Service Design and translating insights into human‑centred, innovative products, services, and end‑to‑end experiences across digital and operational touchpoints. 

Position Responsibilities:

Design Strategy, Standards & Governance 

• Establish UX/UI and Service Design strategy within MLS; align local initiatives with regional/global design standards and design system. 

• Build and maintain local libraries that complement the overarching design system; contribute market-specific patterns and insights. 

• Influence and gain consensus across diverse stakeholders to align to design standards, especially when priorities compete. 

Portfolio, Project & Capacity Management 

• Own portfolio planning and resourcing; forecast capacity, assign work, and track delivery against deadlines, budget, and quality. 

• Coordinate with POs, Business, PMO, Tech, and Analytics to align design efforts to business outcomes. 

Experience Design Excellence 

UXUI 

• Guide creation of wireframes, prototypes, and high‑fidelity designs for digital products; ensure usability, accessibility, and visual craft.  

• Lead local reviews and critiques; conduct usability testing and iterate based on user feedback. 

• Partner with regional stakeholders for regular reviews of local key deliveries. 

Service Design  

• Champion best-in-class practices to transform end-to-end journeys, ensuring solutions are seamless, effortless, and aligned to business outcomes. 

• Use research and journey mapping to uncover pain points and opportunities; lead design workshops to turn insights into actionable service blueprints. 

• Embed Human-Centred Design principles into operational processes, ensuring every touchpoint reflects empathy, efficiency, and consistency. 

People Management 

• Lead and mentor a blended team of UX/UI and Service Designers based onshore and offshore; oversee capacity management and efficient on/offboarding. 

• Foster a collaborative, creative environment that champions Human‑Centred Design (HCD) mindsets across Singapore. 

Required Qualifications:

• 7–10+ years in UX/UI and Service Design, including hands‑on delivery of complex, end‑to‑end digital experiences and service transformations 

• Mastery of user‑centred design methods, usability testing, prototyping, and design critique; confident with journey mapping and service blueprinting 

• Prior management of design teams and portfolios  

• Strong project management and coordination; agile exposure 

• Ability to work with data to support insights and decisions 

• Results‑oriented, creative problem solver; comfortable with ambiguity and evolving priorities 

• Excellent communication and collaboration skills 

• A customer-centric mindset with a strong focus on improving experience 

• Experience of managing and delivering results with third party vendors 

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.

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 [email protected].