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.

Key responsibilities include:

• Define and lead the 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.

Compensation & Benefits:

• Location: Toronto, Ontario (Hybrid)
• Salary range: $125,100 – $175,100 CAD (plus incentive programs tied to performance).
• Benefits include health, dental, mental health, vision, short‑ and long‑term disability, life and AD&D insurance, adoption/surrogacy and wellness benefits, employee/family assistance plans.
• Retirement savings plans, including pension, a global share ownership plan with employer matching contributions, and financial education and counseling resources.
• Generous paid time off program in Canada including holidays, vacation, personal, and sick days, and statutory leaves of absence.

Equal Opportunity Employer: Manulife embraces diversity and is committed to fair recruitment, retention, advancement and compensation without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion, sexual orientation, gender identity, age, marital status, disability or any other protected ground.