Director, Creative Design Services

Manulife • Boston, MA

1d • Hybrid

About The Position

The Director of Creative Services is a strategic leader responsible for defining and executing the creative direction for the John Hancock business. This role oversees a high-performing team of designers and creative professionals, driving innovative, customer-focused solutions that strengthen brand equity and deliver exceptional experiences across all channels. The person will lead creative services function—spanning account management, graphic design, video, digital and print production, and content governance—while fostering collaboration across matrixed teams and external partners. This position demands a dynamic leader who combines creative excellence with operational discipline, inspiring teams to deliver differentiated, impactful work that aligns with business objectives and resonates with customers.

Requirements

• 10+ years of experience leading creative and design initiatives in a complex, multi-channel environment
• Proven expertise in UI/UX design and end-to-end product design
• 10+ years of supervisory and/or project management experience
• Bachelor’s degree in a relevant field

Nice To Haves

• Deep understanding of digital and traditional media, with a successful track record of overseeing production-ready user experiences
• Proficiency in leading design tools (e.g., Figma and related platforms)
• Strong communication skills with an emphasis on collaboration, transparency, and accountability
• Strategic thinking and vision-setting
• Creative and operational leadership
• Stakeholder engagement and influence
• Decision-making and problem-solving
• Collaboration across matrixed teams
• Attention to detail and commitment to quality

Responsibilities

• Lead and inspire a talented team of designers and creative professionals, ensuring best-in-class creative execution across all U.S. marketing initiatives
• Drive compelling storytelling and innovative design solutions that simplify complex experiences and differentiate the brand in a competitive marketplace
• Establish and enforce governance for brand and design standards, ensuring consistency and quality across all touchpoints
• Leverage data-driven insights, including NPS and Human-Centered Design (HCD) principles, to inform creative strategies and enhance customer engagement
• Apply change-management strategies to influence the adoption of new processes and tools, demonstrating agility in a transformative environment
• Collaborate with internal stakeholders and external agencies to optimize resources and deliver scalable, tiered creative solutions
• Foster a high-performance culture that values creativity, collaboration, and accountability, engaging employees and leaders across the organization
• Champion organizational behaviors that drive innovation, teamwork, and forward-thinking solutions
• Attract, develop, and retain top creative talent, providing mentorship and growth opportunities to build a world-class team
• Provide strategic leadership across matrixed organizations, aligning creative priorities with broader business objectives and global resourcing strategies
• Coach and empower leaders to maximize their potential, ensuring alignment of roles and responsibilities with long-term strategic goals
• Define short- and long-term talent requirements and partner with HR to recruit and onboard exceptional creative professionals

Benefits

• 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
• various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources
• up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year
• full range of statutory leaves of absence

What This Job Offers

• Job Type: Full-time
• Career Level: Director