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.

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 # 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 # 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 # 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 # 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 # 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 Growth in active platform users and engagement across business units Platform stability, performance, and delivery against roadmap MBA preferred ~Experience in customer experience, AI, digital, technology and analytics ~ Experience in Agile ways of working, with a strong outcome‑driven focus ~ 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. Comfort with working in a cross‑functional, agile team structure Experience leading projects and working in a project‑based environment We’ll recognize and support you in a flexible setting where well‑being and inclusion are more than just words Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. 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. 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.

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 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 It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and accelerating a sustainable and economically inclusive future. We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than just words.

And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go. 2024 Gallup Exceptional Workplace Award Winner Manulife Named one of Forbes World’s Best Employers 2023 Best Companies to Work for in Asia 2023 We’ve been recognized as one of Canada’s Top 100 Employers (2024) Manulife included in Bloomberg’s 2023 Gender‑Equality Index. To receive our latest job opportunities directly to your inbox, create an account or sign in and navigate to the ‘Job Alerts’ section located in the top right corner of the page. Our ambition is to be the most digital, customer‑centric global company in our industry.

📌 Product Manager, Life Insurance (Toronto)
🏢 Manulife Insurance Malaysia
📍 Toronto