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About the Role

This strategic and hands-on position is responsible for leading product management and enablement for enterprise CX products and platforms, which are key to achieving customer objectives and supporting a customer-first ambition. The role translates customer insights into scalable, technology-enabled solutions that drive measurable improvements in customer outcomes, operational performance, and decision-making.

Responsibilities

Define and lead a capability-based product strategy and solution roadmap for CX platforms and customer intelligence.
Translate CX strategy into clear product priorities, ensuring alignment to enterprise goals, customer outcomes, and segment needs.
Own the 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.
Prioritize backlog based on value, adoption, and business impact.
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.
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.
Ensure CX platforms are integrated with key enterprise data sources.
Enable and scale advanced journey analytics capabilities.
Maintain data quality, consistency, and governance standards.
Establish clear product governance, prioritization, 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.
Act as the primary interface between CX, Technology, Data, and business stakeholders.
Influence senior leadership on platform strategy, investment, and priorities.
Build strong partnerships to drive adoption and cultural change.

Requirements

University or Masters degree from a top-tier university; MBA preferred.
8+ years of experience in a 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.
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.
Strong 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 environment.
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.

Skills

Product Management
Customer Experience (CX)
AI
Digital
Technology
Analytics
Agile
Communication
Interpersonal Skills
Relationship Management
Product Strategy
Roadmap Development
Platform Ownership
Stakeholder Management
Data Integration
Journey Analytics
Governance
Operating Model Design

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

8+ years of experience

Education Level

University or Masters degree
MBA preferred

Salary/Compensations

$125,100.00 CAD - $175,100.00 CAD

Benefits

Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
Adoption/surrogacy and wellness benefits.
Employee/family assistance plans.
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions).
Financial education and counseling resources.
Generous paid time off program including holidays, vacation, personal, and sick days.
Full range of statutory leaves of absence.

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.
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.

Equal Opportunity

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.