Principal, Client Platform Product Designer

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.

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.

• 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.

• 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 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…