Platform Creator Experience Lead – AI Platforms

The Platform Creator Experience Lead is accountable for how creators experience, adopt, and succeed on the Global AI Platform. This role ensures the platform is not only powerful and compliant, but intuitive, opinionated, and genuinely easy to use-driving sustained adoption and real value at scale.

This role represents the creator’s voice in platform evolution. It continuously improves how creators onboard, build, deploy, govern, and scale AI solutions by shaping frontends, workflows, golden paths, and convenience features. Success is measured by adoption, creator productivity, satisfaction, reuse, and time‑to‑value, not platform delivery alone.

Reporting to the Global Product Owner, AI Platforms, this role sits at the intersection of platform product, experience design, adoption, AIOps and continuous improvement.

Position Responsibilities:

Creator Experience Ownership

• Own the end‑to‑end creator journey across the Global AI Platform-from discovery and onboarding to production and scale.
• Act as the primary advocate for creators, ensuring smooth golden paths and associated pain points shape platform priorities.
• Define and track experience and adoption signals (activation, engagement, reuse, friction, satisfaction).

Frontend, UX & Flow Design

• Shape the look, feel, and usability of platform portal, dev container, and other self‑service pathways.
• Ensure creator paths are clear, opinionated, and low‑friction.
• Ensure in‑product AI assistant provides active guidance and comprehensive information.

Golden Paths & Convenience Features

• Identify and champion high‑impact convenience features that materially reduce creator effort and cognitive load.
• Design, evolve, and validate golden paths that are secure, governed, and production‑ready by default.
• Ensure the safe path is the easy path, embedding governance and controls into normal workflows.
• Take full advantage of AI capabilities help creators develop and deploy efficiently and responsibly.

Feedback‑Driven Continuous Improvement

• Establish continuous feedback loops using in‑platform signals, telemetry, creator conversations, and adoption data.
• Synthesize insights into a clear experience improvement backlog and work with product engineering to drive tangible change.
• Close the loop visibly for creators (signal action improvement).

Platform as Product Leadership

• Help shift the organization toward treating the AI Platform as a product creators choose, not capabilities they must use.
• Balance creator velocity with enterprise needs (risk, security, scale) through design, not restriction.
• Partner with change management, strategy, program management, and governance teams to ensure experience, learning, and controls reinforce each other.

Qualifications:

• Experience shaping internal platforms, developer tools, or digital products with a strong focus on user experience and adoption.
• Comfort working closely with product engineering teams in complex, regulated environments.
• Experience in designing and building interfaces for smooth user pathways backed by intuitive design data and feedback.
• Enough Technical fluency in AI and developer platforms to engage engineers and data scientists.
• Hands-on coding experience a plus.

What Success Looks Like

• Creators actively laud the Global AI Platform.
• Self-service for faster onboarding, high component reuse, and low friction across the AI solution lifecycle.
• Golden paths are widely used, loved and continuously improved.
• Clear evidence that platform experience improvements drive adoption, trust, and business value.

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.

#LI-Hybrid

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 hr@manulife.com.

Referenced Salary Location

Salary range is expected to be between

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 hr@manulife.com 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 hr@manulife.com 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.