Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place.

We're looking for ambitious people who share our values and want to make every day better for people around the world.

If this sounds like you, and the career below sounds exciting, we'd like to hear from you.

This is both a strategic and hands on position, responsible for helping Manulife achieve its customer objectives.

The role will be responsible for leading product management and enablement for enterprise CX products and platforms, which are the single source for real-time customer insights at Manulife; a key capability support our customer-first ambition
The Director, CX Product & Platforms leads the strategy, development, and enterprise adoption of AI-enabled customer experience products and platforms.

This role is accountable for translating customer insights into scalable, technology-enabled solutions that drive measurable improvements in customer outcomes, operational performance, and decision-making across the organisation.

Sitting at the intersection of CX, AI, data, and technology, this role our CX platforms such as VOICE move beyond insight generation to drive action, accountability, and business impact.
**Position Responsibilities:**
**1.

Product Strategy & Roadmap**
Define and lead a capability-based product strategy and solution roadmap for CX platforms and customer intelligence
Translate CX strategy (e.g., Insights Engine, Analytics, Activation) into clear product priorities
Ensure alignment to enterprise goals, customer outcomes, and segment needs
**2.

Platform Ownership & Delivery**
Own end-to-end lifecycle of CX platforms including enhancements, releases, and performance
Partner with stakeholders, users, technology, data, and vendors to deliver scalable, secure, and integrated solutions
Prioritise backlog based on value, adoption, and business impact
**3.

Adoption & Activation**
Drive enterprise adoption and usage of CX platforms across business units
Embed CX tools into frontline workflows, decision-making processes, and governance forums
Enable self-serve insights and reduce dependency on central teams
**4.

Insights to Action**
Ensure platforms enable clear identification of root causes, opportunities, and actions
Partner with CX Insights, Analytics, Transformation and business teams to connect insights to measurable outcomes
Establish mechanisms for tracking actionability and impact
Ensure the right product-based triggers and push-notifications to reduce the time between insight and action
**5.

Data, Analytics & Integration**
Ensure CX platforms are integrated with key enterprise data sources (
Enable and scale advanced journey analytics capabilities (e.g., drivers, journey insights, predictive signals)
Maintain data quality, consistency, and governance standards
**6.

Governance & Operating Model**
Establish transparent product governance, prioritisation, and release processes
Further refine roles and responsibilities across global VOICE delivery teams, and ensure clarity of decision rights across CX, Product, and Technology
Support CX forums and leadership reporting with platform-driven insights
**7.

Stakeholder Leadership**
Act as the primary interface between CX, Technology, Data, and business stakeholders
Influence senior leadership (ELT/GLT) on platform strategy, investment, and priorities




Build strong partnerships to drive adoption and cultural change
**Success Measures:**
Growth in active platform users and engagement across business units
Increase in actions taken directly from CX insights (not just reporting)
Measurable improvement in key CX metrics (e.g., NPS, effort, confidence, connection)
Reduction in time from insight to action
Platform stability, performance, and delivery against roadmap
**Required Qualifications:**
University or Masters degree from a top-tier university; MBA preferred
8+ years of experience in fast-paced environment with proven product management expertise, leadership and stakeholder management experience and a track-record of impactful execution
Experience in customer experience, AI, digital, technology and analytics
Experience in Agile ways of working, with a strong outcome-driven focus
Exceptional analytical skills, and demonstrated leadership ability
Excellent communication skills, including verbal, written, & Power

Point
Excellent interpersonal and relationship management skills – ability to collaborate and be a team player with a high level of empathy
**Preferred Qualifications:**
Relevant certifications such as PMP, CSM or Scaled Agile methodologies are a plus
International experience, or working cross a global organization a plus
Experience in financial services industry considered an asset
Experience in large-scale digital transformation programs is a plus
Bilingualism (English and French) is an asset.

If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
**Beyond the Requirements:**
Excited about changing an organization and being part of a strong team
Strong sense of ownership, accountability, and pride for their work
Analytical, structured thinker who can easily organize various inputs
Outcome-orientation with a spark for solving problems
Whiz at coordinating and working with various parties in a highly cross-functional environment
Comfort with working in a cross-functional, agile team structure
Someone who is looking for opportunities to grow and shine
Experience leading projects and working in a project-based environment
**_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.
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập
https://www.manulife.com.vn/ .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng.

Chúng ta cố gắng thu hút,



phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân.

Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với
[email protected] .
**Referenced Salary Location**
Toronto, Ontario
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$125,100.00 CAD - $175,100.00 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
[email protected]
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
[email protected]
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 (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Director, CX Products & Platforms (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality