Director, Digital Customer Leadership Strategy & Insights

We are seeking a strategic leader to join our Digital Customer Leadership (DCL) team as Director Digital Customer Leadership Strategy & Insights. This role is responsible for setting digital customer experience strategy to enable a cohesive enterprise roadmap for digital performance and customer experience to deliver business value.

This leader will work with executive leadership and business partners to identify emerging opportunities monitor competitive trends inform strategic planning and shape the capabilities needed to advance our digital ambition. The role serves as a connective tissue between customer strategy digital execution data insights and executive decision-making.

Position Responsibilities:

• Define and lead the Digital Customer Leadership (DCL) strategy aligning to enterprise priorities growth ambitions and customer experience objectives.

• Translate strategy into execution by developing an integrated digital customer roadmap with clearly defined success metrics value drivers and measurable outcomes.

• Lead executive storytelling and decision support translating strategy performance and insights into clear compelling narratives for senior leadership.

• Drive enterprise performance management by monitoring KPIs identifying risks and opportunities and enabling continuous improvement in digital and customer outcomes.

• Leverage analytics and insights to set direction priorities and operating model for sustained impact with a deep understanding of: opportunity sizing target-setting forecasting and performance modeling.

• Conduct external and internal benchmarking to identify performance gaps and differentiate customer experience and digital capabilities.

• Partner cross-functionally (Technology Data Marketing Product Operations Segments) to embed strategy measurement and insights into business execution.

Required Qualifications:

• Bachelors degree in Business Marketing Analytics or a related field; MBA or advanced degree preferred.

• Significant experience in strategy digital transformation customer experience analytics or performance measurement ideally within financial services or a complex regulated environment.

• Strong strategic and analytical capabilities with a track record of using data to drive executive decision-making and business outcomes.

• Exceptional communication storytelling and stakeholder influence skills.

• Familiarity with AI and agentic AI capabilities to enhance analytics automation and decision-making aligned with Responsible AI principles.

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

#LI-Hybrid

The role being advertised is an existing vacancy.

About Manulife and John Hancock

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 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 .

Referenced Salary Location

Toronto Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$125100.00 CAD - $175100.00 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 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 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.

Required Experience:

Director

Employment Type : Full-Time
Experience: years
Vacancy: 1