Director, Digital Storefront Performance & Insights

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 Responsibilities1. 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 benefits 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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