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About the Role
This role is pivotal within the Digital Performance team, focusing on crafting and executing strategies to drive digital banking servicing growth, customer engagement, and platform utilization. You will leverage expertise in digital customer engagement within the financial sector to ensure best-in-class digital experiences and lead the construction of data-driven business cases.
Responsibilities
- Drive the creation of intuitive customer experiences on secure websites and mobile applications through data-driven decisions and A/B testing.
- Champion opportunities within digital channels by crafting persuasive business cases for monetization.
- Collaborate with the contact center to identify top call volumes and develop solutions for call reduction.
- Collaborate with cross-functional teams to create and lead product roadmaps, ensuring digital initiatives align with business objectives and OKRs.
- Partner with technology teams to future-proof technology investments and ensure digital solutions remain relevant.
- Continuously enhance the digital customer experience by analyzing customer journeys, identifying pain points, and implementing solutions.
- Ensure seamless integration and alignment across all customer touchpoints for a consistent experience.
- Leverage customer feedback and usability data to optimize digital experiences.
- Establish KPIs to measure the effectiveness of digital service initiatives.
- Support the development of reports and presentations on achievements, challenges, and recommendations for improvement.
- Collaborate with the delivery organization to prioritize work and business case all initiatives.
Requirements
- 5-7 years of relevant experience in customer digital adoption with deep expertise in digital banking.
- Advanced knowledge of digital channels and platforms, with a track record of developing strategic digital product roadmaps.
- Strong analytical skills with a proven track record building data-driven business cases that highlight financial benefits for digital banking.
- Proven experience in utilizing performance data, including A/B testing insights to identify and integrate features that drive successful digital customer behaviors and servicing results.
- Ability to maintain a continuous focus on innovation, consistently striving for big-picture thinking, and committed to devising intricate solutions that enhance the digital user experience.
- Exceptional project management and communication skills, with the ability to collaborate with multiple partners and effectively articulate progress, next steps, and challenges/roadblocks.
- Experience using agile methodologies and human-centered design principles to deliver value in a fast-paced, matrixed environment.
Skills
- Digital customer engagement
- Digital platforms (online & mobile)
- Data-driven business cases
- Financial benefits and revenue drivers
- Digital banking service
- Customer satisfaction and loyalty
- A/B testing
- Agile methodologies
- Human-centered design principles
- Project management
- Communication
Location
- Toronto, Ontario
Work Type
- Hybrid
Experience Level
- Manager
Salary/Compensations
- $92,900.00 CAD - $142,900.00 CAD
Benefits
- Opportunity to learn and grow
- Flexible environment
- Well-being and inclusion support
- Health, dental, mental health, vision coverage
- Short- and long-term disability
- Life and AD&D insurance
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans (pension and global share ownership plan with employer matching)
- Financial education and counseling resources
- Generous paid time off program (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.
Equal Opportunity
- Manulife is an Equal Opportunity Employer.
- 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.