Reporting to the Global Head of Digital Content Delivery, the Director, Digital Storefront Performance & Insights will lead the measurement, performance intelligence, reporting and insights function for Manulife's Global Digital Storefront.

This role is accountable for Digital Storefront's end-to-end performance intelligence, from establishing measurement before launch and driving daily oversight through hypercare, to enabling continuous optimization and demonstrating enterprise-wide performance and value realization.

This strategic leader will define how Digital Storefront measures success, lead and orchestrate cross-functional teams responsible for delivering integrated performance intelligence and own the development and continuous evolution of a centralized Power BI dashboard that enables self-service reporting across Global and Segment teams.

Combining strong technical acumen with strategic business leadership, the Director will partner with Measurement & Insights, Strategy & Transformation, Business Architecture, the AI & Data Office, Technology and Segment Product Owners to shape and deliver the data, integration and reporting capabilities underpinning Digital Storefront's performance intelligence strategy. By connecting multiple sources of data, the Director will establish a holistic view of customer experience, digital journeys, acquisition, engagement, conversion, accessibility, site health and application monitoring, driving urgency and accountability to translate insights into timely action and measurable improvements.

A critical aspect of this role is demonstrating the ongoing value created through Digital Storefront, including its contribution to lead generation and conversion across the broader customer journey, as well as AI-enabled transformation. Working closely with Strategy & Transformation, the Director will identify meaningful measures, establish data capture and reporting mechanisms, and contribute to credible value models aligned with enterprise methodologies. While Strategy & Transformation leads the overarching value realization framework, the Director will play a central role in evidencing and continuously communicating Digital Storefront's value story through compelling, data-driven executive reporting.

Position Responsibilities
1. Performance & Measurement Strategy

Define and own Digital Storefront's measurement strategy and KPI framework, establishing consistent methodologies, baselines, targets and reporting standards across Global and Segment teams

Establish integrated measurement across customer experience and satisfaction, customer journeys, acquisition, engagement, conversion, accessibility, site health and operational performance

Partner with Measurement & Insights, Business Architecture, AI & Data Office, Technology to define and deliver the data architecture, integrations and capabilities required to deliver trusted, actionable performance intelligence, ensuring alignment with enterprise data governance and ownership standards

Partner with Strategy & Transformation, Measurement & Insights and Segment teams to define and implement measurement approaches that demonstrate DSF’s contribution to lead generation and conversion across the end-to-end customer journey, including first-touch, last-touch and multi-touch attribution.

Act as the business steward for Digital Storefront performance data, defining measurement requirements, business definitions, data quality expectations and downstream reporting needs, while partnering with the AI & Data Office and respective data owners to ensure the required data is captured, governed and made available for reporting and insights

Embed measurement requirements into experience and capability delivery,



ensuring the right data is captured from the outset and shared downstream to support Segment-level measurement, optimization and value realization

2. Performance Intelligence, Power BI & Reporting

Lead the cross-functional team responsible for delivering Digital Storefront's performance intelligence, analytics, measurement and reporting capabilities

Own the development, delivery and continuous evolution of Digital Storefront's centralized Power BI dashboard, providing intuitive, scalable self-service reporting for Global and Segment teams

Establish and manage a prioritized reporting roadmap, incorporating new data sources, metrics and analytical capabilities as Digital Storefront evolves

Partner with Measurements & Insights, AI & Data Office and Technology to ensure reliable data integration, quality, governance and reporting standards

Leverage AI and automation to enhance monitoring, detect anomalies, accelerate insight generation and improve reporting efficiency

3. Post-Launch Performance & Hypercare

Own daily/weekly performance oversight and reporting throughout the four-week hypercare period following each new Digital Storefront Cloud site launch, ensuring measurement plans and baselines are established before go-live

Proactively identify performance issues, anomalies and optimization opportunities across customer experience, digital journeys, accessibility, site health and application monitoring

Coordinate investigation and resolution with the appropriate stakeholders, including Technology, Global Digital Content Operations, MarTech, Accessibility, Design, Measurement & Insights and AI & Data Office, ensuring clear ownership, urgency and visibility into progress

Support a structured transition to Market and Segment ownership, ensuring outstanding issues and ongoing reporting accountabilities are clearly understood

4. Insights, Optimization & Performance Management

Establish a continuous performance management discipline that proactively identifies emerging issues, risks and opportunities, ensuring insights translate into timely, accountable action

Partner with Global and Segment Product Owners, Measurement & Insights and business stakeholders to uncover customer journey friction, identify optimization opportunities and prioritize improvements

Establish an insight-to-action operating model that tracks recommendations, ownership, actions taken and measurable outcomes

Deliver monthly Digital Storefront performance reporting, consolidating Global and Segment results, emerging trends, actions underway and progress against strategic KPIs

5. Transformation & AI Value Measurement

Serve as Digital Storefront's measurement expert, partnering with Strategy & Transformation to identify, quantify and demonstrate the value created through platform modernization, enterprise capabilities, standardization, reuse and operational transformation

Collaborate on the development of credible measurement approaches and value models, contributing Digital Storefront expertise while aligning with enterprise value realization methodologies led by Strategy & Transformation

Define and implement the data capture, baselines, tracking and reporting required to support ongoing advantages measurement and provide reliable, validated performance information





Partner with capability owners to establish meaningful AI value measures that extend beyond time saved to demonstrate improvements in productivity, quality, accuracy, delivery capacity, rework and business outcomes

Work with Strategy & Transformation to connect operational improvements to broader business value and support the ongoing validation and communication of realized benefits

6. Executive Reporting & Strategic Storytelling

Own Digital Storefront's consolidated performance narrative, connecting customer experience, Segment outcomes, operational performance, transformation progress and value creation into a compelling, ongoing story.

Lead Digital Storefront performance reporting for the Global Marketing Leadership Team (GMLT) and other executive forums, communicating how the program is performing, what is improving, what actions are being taken and what value is being generated

Proactively identify and develop evidence-based impact stories, including AI-enabled transformation, using validated performance results and agreed value measures

Partner with Strategy & Transformation to shape and communicate Digital Storefront's value creation narrative, ensuring alignment with enterprise methodologies and supporting broader ELT-level reporting and storytelling

7. Leadership & Performance Culture

Build analytics acumen across Global and Segment teams, enabling stakeholders to confidently leverage self-service reporting, interpret performance intelligence and translate insights into decisions

Champion a culture of curiosity, evidence-based decision-making, accountability and urgency around continuous performance improvement

Embed AI and automation into the team's day-to-day practices to continuously improve analytical, reporting and insight-generation capabilities

Required Qualifications

Extensive experience in digital analytics, performance measurement, business intelligence and strategic reporting within a large, complex organization

Demonstrated experience building and leading analytics, business intelligence or performance management teams, with accountability for both strategy and operational delivery

Demonstrated ability to leverage AI, GenAI and automation to advance analytics, performance monitoring, reporting and insight generation, with an understanding of the technical considerations involved in integrating AI-enabled capabilities into workflows

Proven experience developing measurement strategies, KPI frameworks and integrated performance reporting capabilities

Advanced, hands-on Power BI expertise, including dashboard development, data modeling, DAX and data integration

Strong technical acumen across enterprise data architecture, pipelines, analytic platforms and business intelligence, with demonstrated ability to translate business measurement requirements into technical solutions and guide delivery in partnership with architecture, data and engineering teams

Strong understanding of Adobe Analytics and enterprise data ecosystems, including measurement architecture, data quality and downstream reporting requirements

Ability to connect multiple sources of performance intelligence, including customer experience, digital analytics, accessibility and application monitoring, to generate actionable business insights

Experience establishing performance reporting cadences, translating insights into measurable action and influencing cross-functional stakeholders

Experience developing transformation and AI value measurement approaches, including quantifying productivity, quality, efficiency and business outcomes

Exceptional analytical thinking, strategic problem-solving and executive

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📌 Director, digital storefront performance & insights (Ontario)
🏢 Société Financière Manuvie
📍 Ontario