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:

• Bachelor’s 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:

• 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

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 https://www.manulife.com/en/about/our-story.html.

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].

Referenced Salary Location

Toronto, OntarioHybrid

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. 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 [email protected] 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 [email protected] 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.