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 clear 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 workplace 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.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer,



formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Toronto, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$125,100.00 CAD - $175,100.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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 (Waterloo)
🏢 Manulife
📍 Waterloo