Are you looking for a supportive, cooperative 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 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

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

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, &

- PowerPoint

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

Solid 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 workplace

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

About Manulife and John Hancock The role being advertised is an existing vacancy.

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 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 [email protected].

Salary and Benefits Referenced Salary Location: Toronto, Ontario

Working Arrangement: Hybrid

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

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

Company Values &

- Recognition We’re Manulife. And we’re on a mission to make decisions easier and lives better. Better is what drives us. 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. Joining us means you’ll be empowered to learn and grow your career. 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. We’re proud of our accomplishments and recognitions.

Recent awards include: 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.

Job Posting Portal Information 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. From there, you can sign up to receive job alerts. Our ambition is to be the most digital, customer‑centric global company in our industry. Learn more at

📌 Director, CX Products & Platforms (Toronto)
🏢 Manulife Insurance Malaysia
📍 Toronto